• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

3. What methods should the hotel use to evaluate their current service in order to provide a better service to the customer?

Extracts from this document...

Introduction

3. What methods should the hotel use to evaluate their current service in order to provide a better service to the customer? It is quite difficult to measure the quality of a service, because the satisfaction of the customer depends on many intangible factors and psychological features. The principal methods to evaluate services are: SERVQUAL, Gap Analysis, Tolerance zone and Walking Audits. We are going to explain this methods and study if we could apply them to the hotel. * SERVQUAL It is a multiple-item scale named SERVQUAL, which measures the five dimensions of service quality.9 The dimensions are: - Reliability. - Responsiveness. - Assurance. ...read more.

Middle

The information is collected through a questionnaire which the company sends or facilitates to their customers, so they can receive the expected feedback. GAP 1 appears when the Management doesn't understand how their customers formulate their expectations, based on a number of sources: experiences with the company and its competitors, personal needs, advertising and the communication with friends. GAP 2 result when the Manager isn't able to fix target levels of the service quality of the company. GAP 3 is known as the service performance gap, due to that the delivery of the service is not the expected by the Management. GAP 4 is the discrepancy between service delivery and external communications in the form of exaggerated promises and lack of information provided to contact ...read more.

Conclusion

So the tolerance zone is the segment the customer can tolerate until he consider that the service is worthless and which is the excellence level. * Walking Audits This is the last method to evaluate service. It uses the concept that the customer is part of the service process, so by identifying and analysing the observations the consumer has while we are offering the service. Due to this method we can know and improve the uncovered problems of the service process. It is also used to evaluate the Third Gap, which was mentioned above. 9 Fitzsimmons+Fitzsimmons, 2001. Service Management, Operation Strategy and Technology Strategy. McGraw Hill, p.48 10 idem, p.48-49 11 6 Fitzsimmons+Fitzsimmons, 2001. Service Management, Operation Strategy and Technology Strategy. McGraw Hill, p.45-47 ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Customer service Tesco's customer expectations

    Toiletries: Tesco offer a range of toddler wipes and toiletries which enable toddlers to start learning to do every day tasks themselves. 2. Parent and child parking: which is dedicated parent and child parking spaces, where possible located near the store for easier and safer access.

  2. Produce a case study comparing two business organisations, investigating the extent to which each ...

    With the personality to work closely with colleagues, they must enjoy working under pressure and meeting deadlines. Human Resources What makes a good Section Manager? To be a good Section Manager people skills are essential. Whoever you come into contact with; whether customers, suppliers or members of staff, an understanding

  1. Case Study--Mandarin Oriental Hotel

    Their quality service delivery systems and employee job satisfaction will be improved substantially through simplifying the communication process. One of their strategies was to initiate "legendary people" in 1989 as the umbrella concept for their renewed commitment to quality service standards.

  2. Importance of good Customer service.

    If there is a good explanation for the problem, then explain the reason to the customer. But then inform the supervisor so that the action can be taken. 5. Record complaints in the complaints log. Managers can use this to monitor complaints in the effort to improve and reduce complaints.

  1. Tesco Customer Service.

    I feel that by Tesco offering this they will make their customer service of a high quality and are more likely to keep their current customers and attract new ones by word-of-mouth conversations. [Obtained from the teachmebusiness.co.uk website] Here is one of the Tesco's customer feedback forms.

  2. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    Due to this fact, there is an equal opportunity policy at Argos. * Good communication system: this is the secondary need of internal staffs at Argos. It involves quick and efficient response to their enquires, understanding all their needs, and involving them with the management of the company.

  1. Produce an investigation into how a chosen company can improve its customer service.

    Providing fair and honest pricing will attract more customers, beating their competitors' price will sway more people towards their store and away from the competitors. Disabled people would need adequate facilities to meet their needs, which can be disabled parking near to the premises, ramps for easy access to higher

  2. The background of the Kettering Park Hotel and Spa

    all the hotels personally and make sure that the values are upheld, this leads to better motivation for the managers and for the workers. The Yerburgh's can keep an eye on any problems by visiting and this means things nm much more efficiently and improve the business.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work