Essay on Customer Participation on Service Quality.

Words: 6854
Pages: 28
Open Document
CUSTOMER SATISFACTION MEASUREMENT IN HOTEL INDUSTRY: CONTENT ANALYSIS STUDY Ivanka Avelini Holjevac University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Ivanka.Avelini.Holjevac@fthm.hr Suzana Marković University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Suzana.Markovic@fthm.hr and Sanja Raspor University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: sraspor@veleri.hr ABSTRACT One of the biggest contemporary challenges of management in service industries is providing and maintaining customer satisfaction. Service quality and customer satisfaction have increasingly been identified as key factors in the …show more content…
Knutson (1988) revealed that room cleanliness and comfort, convenience of location, prompt service, safety and security, and friendliness of employees are important. Barsky and Labagh (1992) stated that employee attitude, location and rooms are likely to influence travellers' satisfaction. A study conducted by Akan (1995) showed that the main determinants of hotel guest satisfaction are the behaviour of employees, cleanliness and timeliness. Choi and Chu (2001) concluded that staff quality, room qualities and value are the top three hotel factors that determine travellers' satisfaction. Providing services those customers prefer is a starting point for providing customer satisfaction. A relatively easy way to determine what services customer prefers is simply to ask them. According to Gilbert and Horsnell (1998), and Su (2004), guest comment cards (GCCs) are most commonly used for determining hotel guest satisfaction. GCCs are usually distributed in hotel rooms, at the reception desk or in some other visible place. However, studies reveal that numerous hotel chains use guest satisfaction evaluating methods based on inadequate practices to make important and complex managerial decisions (Barsky, 1992; Barsky and Huxley, 1992; Jones and Ioannou, 1993, Gilbert and Horsnell, 1998; Su, 2004). The most commonly made faults can be divided into three main areas,
Show More

Related Documents: Essay on Customer Participation on Service Quality.

The Gap Model in Service Essay example

 Quality of the service is the degree of conformance of all the relevant features and characteristics of service to all the aspects of the consumers’ needs limited by the price and delivery s/he will accept. Quality can be viewed from two perspectives:  Internal quality based on conformance to specifications External quality based on customer-perceived quality Gain competitive advantage, maintain loyalty Increase value (may permit higher margins) Improve profits Expected Service…

Words 2631 - Pages 11

Essay on Student: Marketing and Small Groups

CBAD 630 Service Marketing Management Coastal Carolina University Spring I 2013 Professor: Dr. Carol Megehee Office Phone: (843) 349-2709 E-Mail: cmegehee@coastal.edu Class Hours: Wednesday 6:00-8:45 pm Wall 308 Office: 230E Wall College of Business (MW 2-5) Texts: Syllabus, Handouts, Links on Blackboard and/or Email Attachments Course Description: Analysis of marketing problems of business firms and other types of organizations through readings and case studies. Attention…

Words 2707 - Pages 11

Essay on Position Description

Reporting to the Country Manager, managing a small engineering sales team and working closely with intercompany engineering groups, your role is to understand the company’s product and service capabilities and communicate these effectively to our customer base. You will define our current and potential customers, their project opportunities markets and market drivers which will determine our key areas of focus throughout Australia, New Zealand and PNG. From this competitive market knowledge you…

Words 772 - Pages 4

Essay on Bmw Case

What is the value proposition of Costco to its customers, or why do people shop at Costco? Costco’s value proposition is, at the core, to provide customers with the best possible value on a quality product that satisfies their needs, essentially acting as their customers’ agent to find the best deal on the best product or service possible. Costco’s commitment to this mission satisfies various needs for the customer – Generally a Costco customer seeks a low price they can easily compare (hence…

Words 557 - Pages 3

Executive Review: Thepeoplesentinel. Com

events and activities. Through the Spotted® program we will launch our new service, Spotted.ThePeopleSentinel.com. Some prospects are local businesses, schools, colleges, civic centers, leagues, and clubs/bars. All these are considered due to the large number of attendance and exposure they will give to Spotted.ThePeopleSentinel.com name and logo. This component of the Spotted® program veers to encouraging the participation of our community and spark interest of those who may not live in our community…

Words 3414 - Pages 14

The Importance Of Tourism Promotions

industry, as one of its major tasks, the TPB also helps MICE Industry when it comes to services and business solutions. Here are the following ranges that TPB uses in order to offer experience and expertise to convention, meeting planners and incentive travel organizers. First is the sales and promotions: So, how does TPB help MICE Industry with its sales and promotions? 1. Aggressive Philippine participation in MICE-specific international trade shows and expositions. Like for example: Some of…

Words 614 - Pages 3

Essay on assesment 2

Activity 1 : Quality Improvement and Innovation Quality Improvement Quality Improvement is a formal approach to the analysis of performance and systematic efforts to improve it. Quality Innovation Quality Innovation is a new idea, device or process. Innovation can be viewed as the application of better solutions that meet new requirements, in articulated needs, or existing market needs. Quality Improvement Innovation Job design / description Job Security Compensation System and pay rates…

Words 431 - Pages 2

Business Plan: Fosters Youth Center Essay

to Offer Child-Care Services”, one of the biggest challenges facing American families today is caring for their children while the parents work. According to the Bureau of Labor Statistics, only 13 percent of all families fit the traditional model of husband as wage-earner and wife as home-maker. In 61 percent of married-couple families, both husband and wife work outside the home. Six out of every 10 mothers of children under age 6 are employed, and the labor-force participation of women in their…

Words 639 - Pages 3

Make Justified Recommendations To Improve The Effectiveness Of Human Resources Management In Healthcare Organisation

various tasks and sub tasks of the project. 7. Groups must minute all meetings so when it comes to evaluating team members, a definite record of participation and contribution will be evident. These will be submitted to your tutor on submission date. 8. All students must complete and sign their peer assessment form (Peer Evaluation of Group Participation – attached, copy as required). 9. Each student is to write and submit an individual report based on the group's work on the project. 10. The assignment…

Words 1376 - Pages 6

Premier Medical Center Case Study

and profitability. Customers are the most important stakeholders in a healthcare organization or a health care entity. Stakeholders are comprised of individuals or a group of individuals within or outside the company who have a vested interest in the company’s business. They can be employees, customers, management, operations, works, or vendors. Any one person or group of people who have a vested interest in an organization are stakeholders. Stakeholders help in a total quality setting by leveraging…

Words 1304 - Pages 6