Tam (2004) found that if customers perceive that the value of the service they are receiving is high, they are likely to be highly satisfied. Other research by Dharmalingam (2011) produced findings that indicated that attributes of service quality have a positive correlation with customer satisfaction. The need for a higher level of service quality has grown by leaps and bounds due to the increasingly competitive environment, thus service quality acts as an essential strategy for survival and success (Ismail et al. 2006). Thereby, companies must always be mindful of customers and must constantly ask themselves questions such as; what do customers want from us?
They provide assistance to guest, fulfill their needs and meet their demands. As mentioned above, service quality is determined as the comparison that the customers make between the expectations about a service and the perception of the way that service has been delivered. Parsuraman et al. (1985) stated service quality as the function of difference between performance and service quality along with ten major dimension. In later research, Parasuraman et al.
When it comes to restaurant, food quality is the most important components in the dining experience (Namkung and Jang, 2007; Sulek and Hensley, 2004). Previous studies has indentify that the primary list of a restaurant is the food quality, Clark and Wood (1999) said that food quality act as an primary factors that can influence customer loyalty, Susskind and Chan (2000) on the other hand said that the key success for a restaurant is the food quality provided by the restaurant and drawn them to visit restaurant often. Sulek and Hensley (2004) said when it comes to comparison of food quality with environment components or service quality, food quality is the most crucial factor that can derive customer satisfaction. In addition, evidence shown
Importance of quality management A quality service oriented company main aim is to retain the existing customer and encouraging new consumers. The features of quality in the hospitality industry that can be used to develop and implement a quality service system are the following: Consider the guests being served. Find out the customer needs. Develop procedures to deliver what guests
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.
While Parasuraman et al. (1988) define service quality as a difference between customer expectation of service and customers’ perceptions of the actual service. Kasper et al. (1999) defines service quality as the degree to which the service offered can satisfy the expectations of the user. It can be inferred from these definitions that customers are the sole judges of service quality.
In cases where multinational enterprises experienced a backlash of negative comments from the media and customers, it is crucial to work on garnering constructive customer feedback towards the brand. Ekinci and Wyatt (2011) mention that customer satisfaction is critical to ensure long-term success in business. Both compliments and complaints from customers play a crucial role in helping the enterprise to achieve continuing improvement. Constructive compliments help in identifying the strengths that should be further maintained or reinforced and for the best practices that are of particular value to customers to be communicated and implemented across a service organization (Wirtz, Tambyah &Mattila, 2010). Customer complaints are important too as they help the organization to determine the weaknesses of the company through customer service processes, products and policies.
As such, quick favourable response to customers complaints concerning flaws in the service being delivered to them is an important aspect of quality assurance to them. This help to improve the relationship between the service provider and customers. 3.5.4 Empathy Empathy concerns the devotion of service providers to care and offer individualised attention to customers. Tom Peter (1986) said quality is not merely the manipulation of technology but rather the care of people, passion, consistence and get reactions. This implies that delivery of quality services requires total commitment by employees who are the performers.
4: 491-504. According to Best,2009, Satisfaction is generally considered a wide of area that includes both high levels of satisfaction and also neutral levels where there is no dissatisfaction. However, it is also suggested that there needs to be a separate consideration for different levels of satisfaction with varying imagnitudes and different ranges of effect and impact on business results. Best, Roger J. 2009.
8. 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.