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3. What methods should the hotel use to evaluate their current service in order to provide a better service to the customer?
Member rating: No Rating | Words: | Submitted: Mon Jun 06 2005
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3. What methods should the hotel use to evaluate their current service in order to provide a better service to the customer? It is quite difficult to measure the quality of a service, because the satisfaction of the customer depends on many intangible factors and psychological features. The principal methods to evaluate services are: SERVQUAL, Gap Analysis, Tolerance zone and Walking Audits. We are going to explain this methods and study if we could apply them to the hotel. * SERVQUAL It is a multiple-item scale named SERVQUAL, which measures the five dimensions of service quality.9 The dimensions are: - Reliability. - Responsiveness. - Assurance. - Empathy. - Tangibles. This method consists of two sections, the initial section and the second section. The first one is for collecting customer's expectation for a class of services, and the second one collects the customer's perceptions for a particular service firm. The service quality is calculated from the differences between the ratings that customers assign...
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