Service quality is consumers’ judgment of the excellence and superiority of the service en-counter (Zeithaml and Bitner 2003). In the hotel industry, perceptions of service quality are formed when guests experience feelings and attitudes during their hotel stay. In other words, guests will have certain perceptions of the hotel service quality depending on the services offered to them or the experiences they have undergone (Abbasi et al. 2010; Shahin and Dabestani 2010). Evaluating cus-tomers’ perception and satisfaction regarding service quality is widely acknowledged as being an effective strategy to boost profit-ability in the hospitality industry.
Service quality is achieving customer’s expectations wherein companies are able to give all the needs of its customers as well as resolving the problems encountered. Some companies unconsciously provide weak service because of heavy volume of transactions, unorganized procedures and their employees
Parasuraman, Zeithaml and Berry defined the concept of service quality as “ a form of attitude, related but not equivalent to satisfaction that results from a comparison of expectations with perception of performance. An expectation are viewed as desired or wants of consumers, i.e., what they feel a service provider should offer rather than what the service supplier would offer. 3. Gronroos and Lehtinen (1985) believe that service quality consists of two generic types of quality technical (or output) quality and functional (or process) quality. The technical quality refers to the traditional quality control, as in manufacturing.
The meaning of quality in terms of business and services has changed significantly. There are different definition of quality, however, each of the organisation interpret it as per their needs and requirement. According to Peter Drucker, quality in terms of products and service is not what is put in by the supplier but it is what is given to the customer or what the customer is willing to pay for the quality. While on the other hand, the American Society for Quality defined it as the subjective term for each of the individual because everyone has his or her own definition of quality. However, in technical terms quality is considered as the characteristics of the product or service through which ability to satisfy the need is achieved.
Furthermore, according to Kotler and Armstrong (1997) quality has a direct impact on customer satisfaction and it is reflects the customer’s perception of service such as reliability, assurance, tangibility, empathy and responsiveness (Zeithaml et al., 1990). As many definitions of service quality agree that providing quality is to deliver what the customer requires (Randall and Senior, 1996; Crosby, 1979 cited in Ayala et al., 1996; Gitomer, 1998; Lau, 2005). Providing after sales service can develop a long-term relationship between service provider and customer, explained by Lau (2005). In despite an organization that just concern about the quality and ignoring the services may be a main cause customer switching to another organization. In the other point of view, product is easy to imitate but service is not due to based on quality and satisfaction of customer.
These companies have focused intently on what they know appeals to the type of customers they want to attract, and have determinedly concentrated on delivering what is expected every time. The hotel focuses on a few important aspect such location, premises, service and the product of service offer. Besides that, would also be satisfaction. The level of satisfaction that a guess needs is way too high to be reach by the hotel. Every guest that walks into the hotel has its own level of expectation that the hotel need to reach.
PRODUCT QUALITY EXECUTIVE SUMMARY: the quality of a product or service refers to the perception of the degree to which the product or device meets the customers’ expectations. A business organization has to produce goods and services of good and provide services of better quality in order to satisfy the company’s customers according to their needs. The efficiency and effectiveness of the organization depends upon the way in which they satisfy the customers. Quality is one of the important aspects that a company must consider while producing or manufacturing a product. Total quality management is a management strategy which was introduced to continually increase the quality of goods and the consumer satisfaction.
It is imperative that the top management provides leadership and support for quality initiatives. Quality goals are moving targets and improving quality requires establishment of effective metrics. The major aspects of total quality management are counting, employee commitment, customers and culture. Customer’s impression of quality begins from the initial contact with the company and continues throughout the life of the product. All departments of the organisation must strive to improve the quality of their operations.
Introduction For decades “quality” has been a leading buzzword in the business world. Huge companies and organisations have built their career around this topic. The application of quality in business has been responsible for the development of new organizations and even industries. The connotation of quality in business focuses on eliminating errors throughout the operations, and producing at the ideal quality level desired by customers, while considering pricing and costs. Quality may not sound as complicated as it is.
In the words of Gürel (2014), “adopting the concept of quality has become the most basic strategy for companies to carry their business within ever-expanding market conditions”. The management of high quality performance must be based on effective human resource management on to be able to play its unique and important role. Challenge for companies is the quality of management personnel mechanism is not perfect, incentives and measures not appropriate. Even the high quality of high-quality management personnel still cannot meet the needs of quality management, which are closely related aspects of personnel recruitment system and the emphasis on the quality of the business. At the same time, quality incentives cannot fully meet the needs of employees, not the greatest degree of mobilization of their enthusiasm and realize their potential.