Part 1 Theoretical Framework
Introduction The aim of this study is to probe a better understanding of the factors that influences the customer satisfaction to the hotel industry. This chapter is divided into few parts; it examined the relationship among service quality, customers’ expectation & perception, and achievement of customer satisfaction in hotel industry of Malaysia.
1.1 Service Quality
1.1.1 Service
According to Zeithaml et al. (2006), services are actions, processes, and performances. Service as product refers to a wide range of intangible product providing that customer value and pay in the marketplace. Besides, the process of satisfying the customer through service delivered with efficiency, understanding and compassion
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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. Based to Donald J. Shemwell Ugur Yavas Zeynep Bilgin, (1998), customer satisfaction is highly dependent on the human interaction component of service delivery, and affective considerations are more important. In services that are high in experience properties, however, consumer satisfaction is probably based more on cognitive factors than emotional ones (Donald
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First, SERVQUAL has been inappropriately based on an expectations- disconfirmation model rather than an attitudinal model of service quality (Francis Buttle, 1996). Second, it does not build on extant knowledge in economics, statistics and psychology (Francis Buttle, 1996).
Based on Paradigmatic objections of Francis Buttle (1996), SERVQUAL is based on the disconfirmation model widely adopted in the customer satisfaction literature. In his literature, customer satisfaction is operationalized in terms of the relationship between expectations (E) and outcomes (O). If O matches E, customer satisfaction is predicted. If O exceeds E, then customer delight may be produced. If E exceeds O, then customer dissatisfaction is indicated.
SERVQUAL is designed 22-question (item) scale to measure the five dimensions of service quality (reliability, responsiveness, empathy, assurance and tangible) both on expectations and performances. SERVQUAL scale (Table 1.1.5.1) is a tool for measuring and managing the service quality by comparing expectations to performance (Parasuraman et al., 1985; 1988 cited in Asubonteng et al., 1996). SERVQUAL means to measure service quality as perceived by the customers (Asubonteng et al., 1996). Therefore, customer should evaluated SERVQUAL by himself or
Serving Others What is service? When I think of service, I think of when you help others in need. According to Google, the definition of the word service is the action of helping or doing work for someone.
Firehouse Subs Introduction In Grand Island there are many different restaurant choices. This city has around 50,550 people living there according to the 2013 census completed by city-data.com. There are amazing some excellent restaurants in Grand Island as well as restaurants some people should try to avoid. Firehouse Subs is one of the restaurants that should be avoided.
METHODOLOGY Both quantitiave and subjective strategies were utilized to see in respect to why employee maintenance happens inside of the association. This examination was directed on Marriott Hotel, which is a high estimated industry in cordiality segment. An arbitrary stratified example of ex-employees from all offices/ areas was chosen which included non-administration, center level administration and senior administration employees. Reviews alongside a presentation document clarifying the centrality and the requirement for directing the same were sent to each of the 225 ex-employees over 17 unique areas crosswise over US.
In most of customer centricity com-panies, product quality is defined as the characteristics of a product or service that bear on its ability in order to satisfy customer demands (The American Society for Quality). In today’s business world, many firms have considered ‘return on quality’ approach, in which quality is seen as an investment and increasing quality efforts will be held accountable for bottom-line results. (Ko-tler & Amstrong 2012). Propentus should keep customers satisfied with its products and/or services in order to retain the relationships and earn their loyalty with the business. Retention efforts should be focused on high lifetime value customers.
The 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.
How quality services are implemented and monitored –As a matter of first importance they ought to give preparing system to their staff .so they can take in the ethic qualities, can change their state of mind. So they will have the capacity to go to their customers after that they can sort out meeting furthermore they can do some gathering examinations and notification that the amount of change get the customer’s
2.3 Service design Service design has become a vital role in service marketing. With the rapid growth of the service business sector in terms of medical spas, distinguishing service offering is necessary to create a new experience for a customer and enhance value proposition. Service design therefore should be well planned. Ghosh S., Surjadjaja H., and Antony J. (2004) described service design characteristics as referring to the design of facilities, servers, equipment, and other resources needed to produce services. This includes blueprint of service systems, specifications, procedures, and policies.
(Jacoby, 1971; Jarvis & Wilcox, 1976). Dick and Basu (1994) propose that customer will be loyalty to the brand is the result of psychological processes and has behavioral manifestations. Therefore it should incorporate both attitudinal and behavioral. Satisfaction is recognized as an important element for loyalty in both the consumers and business marketing. Satisfaction with previous purchase experiences plays an important role in determining the future purchase behaviors particularly call as an effort-minimization strategy (Jones and Suh, 2000: Pritchard et al, 1999).
Licensing and Franchising. The authors (Y Cao, K Townsend, P Daniel) initially draw out that there is still a lot of grey area and a lot of disagreements amongst the community of scholars as to what should be correct measure of customer satisfaction. Some researchers seem to favor SERVPERF (Service Performance) as a viable metric for measurement of service quality while some seem to lean more towards SERVQUAL (Service Quality). Though none of the groups seem to disagree on the fact that in the end the common denominator for customer satisfaction would customer perception of the service; his expectations and his perception of the service actually
People define a service that refers to the people who can directly contact with the customer such as staff. One of the crucial part in selling a product is the staff and its service before buying a product. The employees in coca cola’s company have a standard uniform. The company specially focuses on friendly and prompt service to its customers from their employees. Process
A product is the item that business makes with aim to fulfil the needs and wants of customers. It is also the item that business actually sold to the customers. For our company, our product is the ice cream. (Talloo, 2007, p.154) 6.1.1.1 Product Design- features and quality Our company has designed our products according to the features and quality that all range of customer desires. Our ice cream is made from natural fruits such as
In simple terms, quality is fitness for purpose. If quality is about meeting service users ' requirements, it is important to discover what these requirements are and meet those. Quality is monitored by regulators like the KHDA .Quality is an important component in Early Years education. It is important for both practitioners and children. Quality is basically attempt to improve services and guarantee better care and quality in the setting.
Business key As Barry Huff the president, glory foods (Columbus, OH) said:” we believe it is our job to respond to customers who reach out to us.” Customer service is a strategy to reach people by focusing on their expectations. Based on understanding and concentrating on customer needs, to satisfy their expectation. For example, if customer expects a quick response to inquire information and communication systems are required (Wagenheim, G. D., & Reurink, J. H. (1991)).
Explain the impact of customer service on the performance of the business Customer service is key to business performance. It helps business’s retain or grow existing customers and win new customers. It builds a business’s reputation and trustworthiness. It also enables a business to be more efficient by improving processes and reducing the number of problems created for customers.
The function of consumer service is considered as a designed standard for the satisfaction of consumers in such a way that the business intends to deliver to its consumers. Moreover, the order processing is designed for taking the consumer orders while executing the specific aspects of the consumers’ demand related to the products (Ellis,