Literature Review Literature On Service Quality And Customer Satisfaction In The Hotel Industry
Literature Review The literature review will explore service quality and customer satisfaction in the hotel industry from multiple perspectives. It begins with a review of multiple definitions of service quality and customer service taken from the literature. The relevance of service quality to the hospitality industry, with an emphasis on service quality and customer satisfaction on the hotel industry is discussed about research available on current and past studies in the research. The methods that can be used to measure customer satisfaction are then discussed, followed by a review of TQM in the hotel industry an overview of the Malcolm Baldridge award and related measures of quality in the industry, and the relationship between service quality and customer satisfaction on the industry.
Service and Customer Satisfaction Lu, Merchoux, Marek, and Chen (2015) define customer satisfaction as a factor predicted by service quality. Customer satisfaction can be determined regarding quality service and about factors of perceived quality that are defined by customers (Sudin, 2011; Nasution & Mavondo, 2005). According to Mazumder & Hasan (2014), service quality and perceptions of service delivered by hotels often vary. The purpose of their research was to attempt to bridge the gap that existed between national and international hotel guest’s perceptions of quality and view of service quality delivered by hotels. This model is often used in research using many
Qlt1 Task 5
337 Words | 2 PagesTask 5 Customer satisfaction Customer satisfaction is an indication whether the expectations of a customer has been met. Customer satisfaction is an abstract concept where that involves factors like the products quality and quality of service and the locations atmosphere where the products are being purchased, and whether the prices are suitable for the products or service. Businesses uses customer satisfaction survey to find out whether the customers are satisfied with the services and the products of the company. It’s a leading indicator of consumer repurchase intentions and loyalty
The Sawmill Hotel Case Summary
1483 Words | 6 PagesThe Sawmill Hotel wanted to have a greater focus when it comes to customer satisfaction. Because of this, top management decided to provide customer satisfaction surveys which allowed customers to rate their experience at the Sawmill Hotel. After reviewing the surveys, the Sawmill Hotel had several complaints from clients that involved Spanish speaking personnel. As a result the top management decided to impose an English-only policy. Under this policy, employees were only allowed to speak English unless requested otherwise by management or customers.
Hilton Hotel Case Study Summary
1038 Words | 5 PagesThe aim of this case study is to investigate the applicability and functionality of organizational theories in Hilton Hotels Corporations. The first part of this case study is concerned about the compatibility between Hilton Hotels mission with its activity and purpose. Also, another aspect of this paper is to present the suitability of organizational theories referring to Human Resources Theory, System and Contingency Theory. In order to uphold this report, I will conduct a SWOT Analysis of Hilton Hotel Business. The last part of this paper presents a critically important aspect of a successful business in regards to the Hilton Hotels CSR programs and initiatives.
Critical Analysis: Intercontinental Hotels
1523 Words | 7 PagesThe main objective of the paper is to explain a fair level of critical analysis and evaluation. The paper will also explain the good understanding of quality management approaches that includes original thinking with extensive academic underpinning. The hospitality industry has to be taken in the assignment and for that reason; Holiday Inn has been taken for analysis of this paper, which is a part of InterContinental Hotels Group (IHG). Discussion Holiday Inn is basically an American brand for hotels that is the main part of InterContinental Hotels Group (IHG). Holiday Inn is amongst the world’s largest hotel chains that is hosting around 100 million guest nights every year.
Pestle Analysis For Hotels
1659 Words | 7 PagesIn an industry that twists around customer management and satisfaction, hoteliers ought to dependably be aware of the changing attitudes and practices of their customers. Organization that spotlights on the most fundamental examples in the business better understand what their customers need or sit tight for and those hotels that meet and surpass the longings of their guests are constantly looked for. With everything taken into account, the hotels spend endless amounts of money to recognize the unmistakable examples that will have a foremost impact later on. Everything from internal environment and room rates to livelihoods and advantages of the hotels can make an impact on the customers for choose or not to choose it.
Customer Relationship Management Strategies In The Hotel Industry
992 Words | 4 PagesCustomer relationship management (CRM) is one of type of enterprise systems. This system gives numerous benefit to organization. Also, CRM strategy gives benefit base on the nature of business. Usually the sector that uses CRM strategies are the industry, non-profit organizations and government institutions in order to attract their customers. The benefits such as enabling organizations to decrease the costs, increase profits and give more trust of their customers.
Customer Service In Travel Industry Essay
1035 Words | 5 PagesAbstract: Customer Services concept is directly related to Travel industry because it is based on customer expenses and without the customer there is no Income. Good customer service is required at every part of travel industry as well as it is essential to the success every company either it is flight, hotel, travel agency, restaurant, etc. In the travel industry, customers today expect more than they did in the past so we must always try to continually improve level of the service to enable us to keep up with customer expectations and leads to excellent customer service in the travel industry. This theoretical study is based on secondary data where it includes the information published on the theme of travel industry in various internet sites. This
Customer Loyalty In Fitness: A Case Study
1549 Words | 7 Pages1. Introduction Background The author works in the fitness industry, and the issue to be explored is that of Customer service and whether increased levels of Customer Service will have a positive or negative impact on customer loyalty in Fitness. This will be a case study and the information will be based on Fitness, a gym in town with a client base of 4,000 members. Research Rationale Loyalty and retention of members is fundamental to the fitness industry.
Customer Relationship Management Essay
1522 Words | 7 PagesCRM (Customer Relationship Management) The key to success is finding a way to exceed client’s expectations. So, the hotel must keep track their client’s behaviour to maintain the relationship. Previously, The hotel uses manual way to collect customer information such as personal information, their previous booking, when and how long they stayed at the hotel, etc.
Service Quality In Health Care
1378 Words | 6 Pages8. Michael J. Etzel emphasized the service providers must understand two attributes of service quality. Quality is defined by the customer not by the producer or seller. Customers assess service quality by contrast their potential to their perceptions of how the service is performed. In this process, there is no guarantee that expectations will be reasonable, nor is there any assurance that a customers perception of performance will be based on more than a single experience as a result to effectively manage quality a service firm shop,ate Help customers formulate expectations, - Measures the expectation levels of its target market.
The Hospitality Industry And Its Impact On The Hospitality Industry
1543 Words | 7 PagesPolitical They many political areas that can impacts on hospitality industry it is wise to keep an eye on the government’s rule makers and their process especially at times of election to see what direction the politic candidates or representatives are leaning and their political strategy they may have. if their voicing negatively towards the industry or bring up any negative issues such as nutritional labelling, population obesity programs, minimum wage increases, health care programs and immigration reform just any charges in Regulations at all can affect your menu, payroll, customer satisfaction and profit margin. During elections some politic candidate’s likes drive fear and uncertainties into the voters on the state of the national budget especially as this is a good political strategy but has significant effects on the industry because of the fear-driven into the voters they more likely to tighten their own budget and usually the first items to go is dinning out and drinking.
Relationship Between Hospitality And Tourism Industry
1572 Words | 7 PagesNowadays hospitality and tourism industry is one of the main industry in this world. A lot of people need a place to escape from their routines or even just to stay overnight as they having a business trip to other places. We call these people as customer or guest. Human mobility from one place to another , both in the country and from and abroad is very high. Human mobility is not only related to business activities but also recretional activities.
Swot Analysis Of Hotel Inn
1414 Words | 6 Pages“The training of team members and leaders is the foundation of any successful improvement program” (Business Balls, 2014) SERVICE QUALITY The study result show that lot of guest was not really happy about the services which the hotel has to offer, the reason behind this could be less of man power and standard of service, if the hotel has to maintain its competitive advantage than it needs to provide distinctive services to keep the guests happy, the quality of service has to be up to the mark considering that the hotel is a star property and guests wont settle for anything which is just about
Literature Review Of Customer Satisfaction In Restaurant Industry
1284 Words | 6 Pages1. Student details: 1.1 Name: Vaghela Deepikaben Maganbhai 1.2 Student ID:1525258 2. The programme of research 2.1 Title: To evaluate customer satisfaction in restaurant industry in India. 2.2 Research Objectives: • To explore the relationship exist among these factors, employee performance, food quality, price, physical environment and customer satisfaction with the help of literature review.
The Importance Of Tourism In The Hospitality Industry
1293 Words | 6 PagesFuture Researchers Future researchers might use this study for their future endeavours in implementing a possible improvement in the service quality offered by hotels. Scope and Limitation The study will measure the service quality of Royce Hotel exclusively.
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