Essay on quality service

Every day, we experience one or more service swhich can be as simple as eating breakfast at a restaurant or watching a movie in a multiplex to as complex as flying to other counties in a reputed airline. This paper is going to look at service quality and purchasing in relation to how it affects an organization.

It is therefore going to help us relate these to DHL as a company, and help us look at ways through which they can be used as a guide to related companies. Service quality is an important competitiveness determinant, and should be considered by an organization. It will have affect for service employee development.

Employee training for provides good service as a supplement to service employee and then he or she were ability or skill to provide a high quality service. Service quality is also a have lot of complex, subjective, abstract concept and elusive. Service also can be measured based. Service quality has been associated with customer loyalty and service quality is one category of customer satisfaction and it plays an essential part in creating customer satisfaction as well.

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Along with other factors service quality plays an important role in building customer loyalty like quality of services, which quick services restaurants are providing has a direct impact on customer loyalty Chao, The connection between service quality and customer satisfaction has been well established.

There is no agreed definition of service quality. This is because of its multi-dimensional nature.

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Service quality is a way to manage business processes in other to ensure total satisfaction to the customer on all levels Grzinic, This term service quality in the transport literature context has long been investigated. Statement of Problem Hospitality and tourism have evolved into truly global industries are dispersed worldwide.

Due to changes in lifestyle, the services offered by hospitality businesses are now considered to be necessities.

The Importance Of Quality Service In The Hospitality Industry

Consequently, during the past decade, there has been an exponential growth in hospitality businesses to meet the demands of the growing market.

Today, hospitality organizations are faced with intense competition. Hence, in the scheme of business, it has become apparent that.Such innovation can also be applied within other establishments in the hospitality industry in order to provide a unique market for the organization operating within the industry. The report presents analysis of the organization from the perspective of reviewing the innovations as well as making recommendations for future innovations.

Despite the innovations present within the hotel future innovations must be considered in seeking to make the hotel endure the competition that exists within the industry and that could emanate from the aspect of copying the innovations by competitor.

The aim of this case study is to investigate the applicability and functionality of organizational theories in Hilton Hotels Corporations.

The first part of this case study is concerned about the compatibility between Hilton Hotels mission with its activity and purpose. Also, another aspect of this paper is to present the suitability of organizational theories referring to Human Resources Theory, System and Contingency Theory. The last part of this paper presents a critically important aspect of a successful business in regards to the Hilton Hotels CSR programs and initiatives.

To have a better understanding of management companies, it is important to first understand what is a management company. For the purpose of this paper, we will confine the definition to the hospitality industry.

In the hospitality industry, the management company is an organisation hired by a group of investors or owners of a hotel or hotels to manage their hotels or resorts for a management fee. These management companies are made up of experienced managers who have worked in the hotel sector for some time and have established track records in their respective fields.

They usually provide services such as accounting, general administration, maintenance, recruitment, and secretarial services.

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Introduction Hospitality industry managers, as in many other businesses, use a variety of financial tools in order to exercise control over the business and achieve the desired return on investment. In this analysis we will take a general look at some of the most common financial tools and techniques used in hotel management. Basic tools Some of the basic tools are: Forecast Forecast is used to anticipate future performance.

Accurate forecasting is essential to taking decisions regarding pricing, staff, ordering the right amount of food and beverages, cleaning supplies, and so on. Forecasts reflect latest data and trends and make predictions that help managers to run operations according to the latest available data. Mahmoud S. Abou Kamar []: According to Mahmoud, in the present scenario, the hotel industry needs to continuously ramp up its operations by improving the quality of its products and service and devise competitive strategies to reduce operation costs and increase capacity.

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In order to improve their operations and enhance their performance, hotels across the world are actively engaged in a wide variety of quality improvement initiatives such as TQM and Six-Sigma. After initial success in manufacturing organizations, Six-Sigma has gradually gained widespread application in service organizations, including hotels and lodging. No matter how formidable in the future, the competitors will exist, and many factors may have side effects for our organization, it is needed to prepare well before the problem appears.

Due to the gradually micromesh division of labor in society, public relations practitioners are becoming more and more significant. The PR is concentrated in disposing the relationship between organizations and public, it includes Internet PR, News PR, propagation theory, and management function theory, etc. In the field of tourism and hotel, the reputation is extremely imperative to an organization, people always would like to choose the comfortable place for leisure, if they found your place is dirty and poorly in service, they would never choose your hotel.

In short, brand loyalty is an important strategy to develop a sustainablecompetitive advantage for any business including in the hotel industry. Despite the notable impact that brand loyalty has on business performance, relativelylittle theoretical and empirical research has examined service loyalty.

Scholars are only beginning to grasp the complicated. Previously, The hotel uses manual way to collect customer information such as personal information, their previous booking, when and how long they stayed at the hotel, etc. In order to improve the hotel grow revenue make a success of the business in the long term, the hotel need CRM strategy.

The objective of CRM or Customer Relationship Management is about analysing customer data in order to satisfy their need. Aim of study The aim of this study is to define the importance of Marketing Mix for the success of hotels. The customer value is becoming significant in the hospitality industry, the customer value, which comes from the company perspective is that; the value of the customer is in the central of the provider.

The goal of the theory is about the evaluation of how to attractive the individual customers customer lifetime value or customer groups customer equity are from a company perspective.

essay on quality service

This research stream is closely related to relationship marketing, which aims at developing and maintaining profitable business relationships with selected customers.

Customer Value can also be found from the customer perspective, the focus here is on the value generated by the company? The objective of the study is to develop deeper understanding and importance of Quality service provision specifically in Hospitality industry.The privacy of our customers is highly important for us.

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Page Count. Video Guide. Why Choose Us.Customer research literature traditionally agrees that service quality is a measure of how well the service level delivered matches customer expectations. Delivering quality service means conforming to customer expectations on a consistent basis.

The delivery of high quality services is one of the most important and most difficult tasks that any service organisation faces. Because of their unique characteristics, services are very difficult to evaluate. Hence customers must look closely at service quality when comparing services. Service quality can be defined as a customers' perception of how well a service meets or exceeds their expectations. In most cases service quality is judged by customers, and not by organisations.

This distinction is critical because it forces service marketers to examine their quality from the customers' viewpoint. For example, a bank may view service quality as having friendly and knowledgeable employees. However, the customers of this bank may be more concerned with waiting time, ATM access and security, as well as statement accuracy.

Thus it is important for service organisations to determine what customers expect and then develop service products that meet or exceed those expectations. The biggest obstacle for customers in evaluating service quality is the intangible nature of the service.

How can customers evaluate something that they cannot see, feel, taste, or hear? Most consumers lack the knowledge or the skills to evaluate the quality of many types of services. Consequently, they must place a great deal of faith in the integrity and competence of the service provider. Despite the difficulties in evaluating quality, service quality may be the only way customers can choose one service over another.

For this reason, services marketers live or die by understanding how consumers judge service quality. The following table defines five dimensions that customers use when evaluating the importance of service quality.

They are tangibles, reliability, responsiveness, assurance, and empathy. Tools or equipment used to provide the service A clean and professional looking office.

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The equipment used in a medical examination Reliability : Consistency and dependability in performing the service Accuracy of billing or record keeping. An airline flight departing and arriving on time Responsiveness : Willingness or readiness of employees to provide the service Returning customer phone calls.

Handling urgent requests A waiter re-filling a customer's glass of wine without being asked. Personal characteristics of employees A highly trained financial adviser. A doctor's bedside manner Empathy : Caring and individual attention provided by employees Listening to customer needs.

Also access with regard to approachability and ease of contact from the customer is of importance to issues that may be raised by the customer. A store employee listening to and trying to understand a customer's complaint. A nurse counselling a heart patient Source: Adapted from Leonard L.

Of the five, reliability is the most important in determining customer evaluations of service quality. Services managers pay a great deal of attention to the tangibles dimension of service quality. Tangible attributes, or search qualities, such as the appearance of facilities and employees, are often the only aspects of a service that can be viewed before purchases and consumption. Therefore, service managers must ensure that these tangible elements are consistent with the overall image of the service product.

Except for the tangibles dimension, the criteria that customers use to judge service quality are intangible. For instance, how does a customer judge reliability? Since dimensions such as reliability cannot be examined with the sense, consumers must rely on other ways of judging service criteria. One of the most important factors in customer judgements of service quality is service expectations. These are influenced by past experiences with the service, word-of-mouth communication from other customers and the service company's own advertising.

For example, customers are usually eager to try a new restaurant, especially when friends recommend it. These same customers may have also seen advertisements placed by the restaurant.We use cookies to give you the best experience possible. Categories Customer Services.

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Views Essay, Pages 2 words. Case 1. Identify the problem: Losing quality products. Analysis of the ACA: a. Because of its focus in becoming the number one auto maker in the world, it affected its product quality. Customers began to face safety related problems in Toyota vehicles. Toyota had sacrificed its legendary quality and ignored its own management principles and customers.

Recommendation: I would recommend them to forget their own pride in having their own principles and management, if it will lead them to a low quality products and unsatisfied customers.

It is good if they would focus on providing quality and always conduct an inspection before giving away products to customer to ensure quality. Case 4. Verified writer. As a customer myself, I also get pissed of to systems like this because it is very time consuming. If it is possible to reform the system, it is much better.

Customer Service and Design Alternative Courses. Accessed December 17, Download paper Categories Customer Services Download paper EssayPages 2 words. Views Essay, Pages 2 words. Don't waste time. Top writers. Camilabach Verified writer 5 Karrie Verified writer 5 Marrie pro writer Verified writer 5 Not Finding What You Need? Search for essay samples now. Copying content is not allowed on this website Ask a professional writer to help you with your text Ask Writer For Help or.

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essay on quality service

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Product quality means how good it is. Its measure of how well a delivered product meets the customer expectation. While service quality is involves a comparison of expectation with performance.

Service quality is measure of how well a delivered service matches the customer expectation. It was involve a comparison of expectation with performance. Product quality is usually involves a comparison of expectation with performance while service quality usually termed for service organization. Quality in manufacturing organization is often different from that of service organization.

Manufacturing organization produce a tangible product than can be seen, touched, ad directly measures. Therefore, quality definition in manufacturing usually focus on tangible product features. The most common quality definition in manufacturing is conformance, which is the degree to which a product characteristic meets present standard of specification.

Other common definition of quality in manufacturing includes performance. In contrast to manufacturing, service organization produce a product that is intangible. Usually the complete product cannot be seen or touched. Rather it is experienced. The intangible nature of product makes defining quality difficult.

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Also since is experiences, perception can be highly subjective. In addition to tangible factors, quality of service is often defined by perceptual factor. For these reason, defining quality in service can be especially challenging. Product quality and service quality is interlinked. It has seen that companies rated highly by their customer in terms of service can charged higher than rated poorly.

People will go out of their way and pay more for good service. Most of the complaints registered are because of the quality service but not of the quality product. Improving quality in service is a key to competitive success in any business.

essay on quality service

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