• 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

    Tesco's after sales services include handling and dealing with customer's complaint. Tesco aim to provide high level of service to its customers. Tesco is always willing to hear from customers that are not satisfy, this matters can be shared with staff members face to face, by letter or by telephone.

  2. consistent and reliable customer service contributes to customer satisfaction

    Task 3 In this task I should anticipate and meet the needs of at least three different customers in a range of situations. * Accessibility for disable peoples for example those with wheelchairs. The business makes their stores accessible for wheelchair user by having big signs that are clear and

  1. Tesco Customer Service.

    * A good returns policy; customers of Tesco expect to be able to return goods at a later date if they product is faulty or damaged. Customers may also expect repairs on products that Tesco offer such as televisions and other electronics.

  2. Case Study--Mandarin Oriental Hotel

    goal of provision of service and focus on certain major concepts: 1. All ranks of management and employees need the right tools, the appropriate training, a willing frame of mind, and support and inspiration from the organization; 2. Substantial research is essential to know what new products and services customers need and expect; and 3.

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

    * Safety: employees and suppliers want to go into an organisation without the fear of any accident. Most of the needs of internal customers are similar to that of external customers and the rest will be mention under the needs of external customer.

  2. Customer Service

    Some Tesco's has an in store pharmacy. Throughout out years Tesco's in store pharmacy grown in to one of the country's leading pharmacy chains. Tesco is currently the leading supermarket in UK. Tesco as a pretty good competition from other supermarket such as Sainsbury, Safeway.

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

    customers as those who are older or maybe disabled may not be able to get out to shop, therefore satisfying the needs to their customers. * Bilingual Staff Available * Cake Ordering * Carry To Car * Cash Point Machine * Cash back * Collect By Car * Customer Ordering

  2. How Customer Service is provoded in business

    Domestic tourists wanting a fun day out * Foreign tourists wanting to experience British history * School and college groups wanting to investigate the Museum to help with their studies. The Museum has 7 main categories of customers which have their own special needs and interests and they are the following 1.

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