Report On Service Quality Of Remington Hotel - 1678 Words

Report on Service Quality of Remington Hotel Introduction The concept of quality holds a central place in the hotel industry where servicing is the main part of the business. Lewis and Booms (1983) commented that service quality is â€Å"a measure of how well the service match with the customer expectations† on a consistent basis. Parasuraman et al (1985, p. 42) stated, â€Å"Quality is an elusive and indistinct construct† Quality is comparison between expectation and performance. Parasuraman et al (1988) introduced Gap model and SERVQUAL for measuring the service quality. Expectancy-disconfirmation theory postulates that customer forms their satisfaction with a service as a result of subjective comparison between their expectation and†¦show more content†¦To wait for 40 minutes in lobby for mere registration and check in was annoying for the customers. The maxim - the first impression is the last impression –holds true. Responsiveness means the willingness and readiness of the employees to provide prompt service, which was not appreciable in the hotel. The other dimensions that need attentions are assurance and empathy, which are related with knowledge, positive attitudes and courtesy of the employees. Humanity is the dimension of service, which is provided to preserve dignity and self –respect of the client (Grzinic 2007, pp. 86-89). The customers trust and confidence in the service will be strengthened with polite and courteous attitudes of the employees. It was a very unwelcoming scene when a desk clerk was in hurry to leave the work without paying attention towards the guests waiting in a long queue. The lack of courtesy creates lack of trust in customers’ mind. Measuring gaps in customers’ expectations and perceptions After finding the expectation data, it was possible for Madeline to measure the existing gaps in expectation and the perception. The gaps were seen as higher in two dimensions: Reliability and Responsiveness. Madeline should deal with improvement is responsiveness first, as it affects the clients immediately and directly after their entrance into the hotel. It was important to avoid scene of disorder, disappointment and tension in the lobby and hotel. The gap between perception andShow MoreRelatedOperations Management23559 Words   |  95 PagesChapter 1-17 Operations Management Roberta Russell Bernard W. 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