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    Intro Mid Conclu!

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    Rajvi Shah
    The document discusses service quality, its importance in the hotel industry, and how to measure it. Service quality ensures customer satisfaction, increases competitiveness and business results. It is difficult to measure in services due to lack of clear parameters, unlike products which have measurable indicators of quality like durability. To achieve quality, a hotel must monitor customer demands, define and control processes, and implement improvements. Measuring service quality across multiple hotels provides a realistic picture of a hotel's quality compared to others.

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    Intro Mid Conclu!

    Uploaded by

    Rajvi Shah
    14 views2 pages
    The document discusses service quality, its importance in the hotel industry, and how to measure it. Service quality ensures customer satisfaction, increases competitiveness and business results. It is difficult to measure in services due to lack of clear parameters, unlike products which have measurable indicators of quality like durability. To achieve quality, a hotel must monitor customer demands, define and control processes, and implement improvements. Measuring service quality across multiple hotels provides a realistic picture of a hotel's quality compared to others.

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    The document discusses service quality, its importance in the hotel industry, and how to measure it. Service quality ensures customer satisfaction, increases competitiveness and business results. It is difficult to measure in services due to lack of clear parameters, unlike products which have measurable indicators of quality like durability. To achieve quality, a hotel must monitor customer demands, define and control processes, and implement improvements. Measuring service quality across multiple hotels provides a realistic picture of a hotel's quality compared to others.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    14 views2 pages

    Intro Mid Conclu!

    Uploaded by

    Rajvi Shah
    The document discusses service quality, its importance in the hotel industry, and how to measure it. Service quality ensures customer satisfaction, increases competitiveness and business results. It is difficult to measure in services due to lack of clear parameters, unlike products which have measurable indicators of quality like durability. To achieve quality, a hotel must monitor customer demands, define and control processes, and implement improvements. Measuring service quality across multiple hotels provides a realistic picture of a hotel's quality compared to others.

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    INTRODCUTION TO SERVICE QUALITY:Service quality is a way to manage business processes in order to ensure total satisfaction to the customer on all

    levels (internal and external). It is an approach that leads to an increase of competitiveness, effectiveness and flexibility of the entire company. 2 Benefits arising from a high quality are reflected in a more competitive positioning on the market, but also in a better business result. This statement can be proved by measuring the increase of profitability and market share. . As a matter of fact, it was observed that all indicators of success of a company, like market share, return on investments, property turnover coefficient, show significantly more value in companies with a higher level of goods and services. 3 The efficiency of the whole system is possible only if we monitor and analyze the demands of the customers, as well as define and control the process and implement constant improvements .Quality is a complex term, made up of several elements and criteria. All quality elements or criteria are equally important in order to obtain one hundred percent quality. If only one element of quality is missing, the complete quality of product or service is impossible to obtain. Besides the mentioned general elements of quality, the product or service have to satisfy specific elements of quality, according to the demands of the profession in their pertaining activity. Today quality is the result of growing and increasingly diverse needs of the consumers, along with a highly increasing competition, market globalization and the development of modern technology. Problems in service quality measurement arise from a lack of clear and measurable parameters for the determination of quality. It is not the case with product quality since products have specific and measurable indicators like durability, number of defective products and similar, which make it relatively easy to determine the level of quality.
    Dimension Of Quality ( take the highlighted part) Availability Product or service is easily available Guarantee The personnel is polite, kind and educated Communication Clients receive information on all products and services and their changes in the language they can understand Expertise The personnel has the necessary knowledge and skills to produce and sell products or provide services Standard Products and services are up to the standard Behaviour Kindness, good manners and care of the personnel towards clients Flaw Each quality that is not defined and affects the satisfaction of the client Duration Performance, service result or product last longer Engagement The personnel shows understanding and gives individual attention to each client Humanity Product or service are provided so as to preserve dignity and self-respect of the client Effects Product or service produces the expected effect Reliability Capability to sell products or provide services in a discreet and reliable manner Responsibility Definite duration of product sale or providing of services Safety Product or service are provided in the safest possible way, without any kind of risk or danger

    IMPORTANCE OF QUALITY IN THIS INDUSTRY:The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. The concept and the conceptual model of service quality is indispensable.

    SERVICE QUALITY MEASUREMENT IN A HOTEL


    In order to achieve rationality the models of business excellence also, in a way, determine whether the criteria have been met, but the evaluation of business excellence is based not only on the fulfillment of the set criteria but also on the determination of the level up to which the criteria have been fulfilled (systems of points). When analyzing the quality of service it is desirable to analyze the largest possible number of companies supplying the same type of service. As we already mentioned, if a company carries out a research and finds that the results are negative, it can interpret this information in the wrong way and conclude that it provides services in a totally wrong way. On the other hand, when analyzing a large number of companies, it is possible to compare data and obtain a realistic picture of the position of an individual company compared to others regarding quality. CONCLUSION In hotel industry, service quality, as an extremely subjective category, is crucial to the satisfaction of the client. It is therefore imperative for managers in hotel industry to apply the quality model for the measurement of service quality in their own hotel company, in order to satisfy the guests expectations and ensure a position on the growing global tourist market.

    Our experience:-----------put photo------------------and a punchline-------------

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