Quality Improvement In Hotel Industry

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Quality improvement Juran, et al. (1999) and Mohsen (2009) concluded that improvement in quality is defined as the creation of valuable change to achieve unmatched levels of performance. Quality improvement can be calculated by viewing increases in income and meeting organizational goals through planning. Meeting needs of customers can be helped by efficient “quality planning”. The organization must identify the customers, their needs, and use that information to create a product or service that is tailored to meet these needs. Understanding your customer’s needs also makes developing a product easier. TQM implementation Focus on the customer Quality is defined as conformance to your customer’s requirements and need fulfillment. In order…show more content…
(2013). Applying proper systems of quality management and creating active participation of management and staff across the whole organization creates more efficiencies. Gržinić et al. (2007) stated that the quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies. Service quality is a way to manage business processes in order to ensure total satisfaction to the customer on all levels internal and external customers. It is an approach that leads to an increase of competitiveness, effectiveness and flexibility of the entire organization . Turkson, (2012) cited that service quality can be defined as “comparing the perception of service received by a customers with the expectations of service desired. According to Larry (1997) quality of service is a perceived judgment resulting from an evaluation process when customer compares own expectations with the service has been received. Customers have now become more aware of their rights and the value of their opinion in the market…show more content…
Hotels with quality service ultimately boost their profits. Because there are so many competitors in the industry, outweighing them means that hotels are required to meet the expectations of the customers in the services provided. How customers perceive hotel attributes is related to the degree which guests find different facilities important to their stay, as defined by Wuest et al. (1996). Cleanliness, price, location, services, facilities, vibes, and reputation and only some of the key attributes recognized as the decisive attributes by
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