SERVICE QUALITY
, TABLE OF CONTENTS
1.INTRODUCTION
1.1 Service quality
1.2 Significance of service quality
1.3 Aims and objectives of the report
2. Importance for managing and measuring service quality
3. Methods of Quality management
3.1 Six Sigma
3.2SERVQUAL
3.3 Service Guarantee
3.4 Service Settings- Servicape
3.5 Service Design
3.6 Service standard setting
3.7 Service recovery
4. Impact of leadership and service culture in Park hotel
5. Framework of customers feedback system
6. Conclusion
7. REFERENCES
, 1. INTRODUCTION
1.1 Service quality
As per the review of (Bharadwaj and Rani, 2014), for achievement of competitive
advantage, the quality of service has been considered as an important issue for
organization. Term quality implies providing excellent or appropriate products that
satisfy the needs of customers. Service quality is considered as the extent to which a
service meets the customers needs and expectations. It can further be defined as a
difference among the customer's expectation of service and perceived quality. There
are several characteristics of service quality like intangible, heterogeneity perish-ability
and inseparability that cannot be measured objectively. There are many research
scholars who have stated that service quality has been considered as the essence of
success for the organization's having operations in the hospitality or service sector (Gi
Park and O’Neill, 2014). Present report is also based on the analysis of service quality
of Park hotel located in the Heart of Kowloon entertainment and business district of
Tsim sha Tsui, surrounded with endless options of shopping, Speciality markets, malls
and eateries. According to the scholars, measurement of quality of service provided by
organizations has been done by making comparisons between customers' expectations
and perceptions. Various authors have distributed the service quality into four different
types like expected service, desired, adequate, predicted service. Expected are the
service level that customers intend to get from the Park hotel. Desired service is
analyzed as those levels of service which clients wish to achieve and last adequate
services are the minimum level of services that are expected from Park hotel which is
an excellent service provider in Hong Kong, China. Predicted services are considered
as those that the customers believe that Park Hotel will provide and perform (Siu,
Zhang and Kwan, 2014). Market research of the company has stated that the company
is providing services to its customers and has its focus on five key elements of service
quality such as reliability, responsiveness, assurance, empathy and tangibles etc.
Present case study also provides a complete understanding of various measures that
, TABLE OF CONTENTS
1.INTRODUCTION
1.1 Service quality
1.2 Significance of service quality
1.3 Aims and objectives of the report
2. Importance for managing and measuring service quality
3. Methods of Quality management
3.1 Six Sigma
3.2SERVQUAL
3.3 Service Guarantee
3.4 Service Settings- Servicape
3.5 Service Design
3.6 Service standard setting
3.7 Service recovery
4. Impact of leadership and service culture in Park hotel
5. Framework of customers feedback system
6. Conclusion
7. REFERENCES
, 1. INTRODUCTION
1.1 Service quality
As per the review of (Bharadwaj and Rani, 2014), for achievement of competitive
advantage, the quality of service has been considered as an important issue for
organization. Term quality implies providing excellent or appropriate products that
satisfy the needs of customers. Service quality is considered as the extent to which a
service meets the customers needs and expectations. It can further be defined as a
difference among the customer's expectation of service and perceived quality. There
are several characteristics of service quality like intangible, heterogeneity perish-ability
and inseparability that cannot be measured objectively. There are many research
scholars who have stated that service quality has been considered as the essence of
success for the organization's having operations in the hospitality or service sector (Gi
Park and O’Neill, 2014). Present report is also based on the analysis of service quality
of Park hotel located in the Heart of Kowloon entertainment and business district of
Tsim sha Tsui, surrounded with endless options of shopping, Speciality markets, malls
and eateries. According to the scholars, measurement of quality of service provided by
organizations has been done by making comparisons between customers' expectations
and perceptions. Various authors have distributed the service quality into four different
types like expected service, desired, adequate, predicted service. Expected are the
service level that customers intend to get from the Park hotel. Desired service is
analyzed as those levels of service which clients wish to achieve and last adequate
services are the minimum level of services that are expected from Park hotel which is
an excellent service provider in Hong Kong, China. Predicted services are considered
as those that the customers believe that Park Hotel will provide and perform (Siu,
Zhang and Kwan, 2014). Market research of the company has stated that the company
is providing services to its customers and has its focus on five key elements of service
quality such as reliability, responsiveness, assurance, empathy and tangibles etc.
Present case study also provides a complete understanding of various measures that
