Quality Service in the Hospitality Industry: Achieving Effective Service Processes and Designs

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

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Evaluating Customer Satisfaction Using the ACSI Model in a Themed Restaurant in Bangkok

Business Management and Strategy ◽

10.5296/bms.v11i1.16546 ◽

2020 ◽

Vol 11 (1) ◽

pp. 55

Author(s):

MuLong Mao ◽

Paul James

Keyword(s):

Environmental Factors ◽

Customer Satisfaction ◽

Perceived Value ◽

Perceived Quality ◽

Quality Service ◽

Systematic Random Sampling ◽

Customer Expectation ◽

Customer Feedback ◽

Service Factors ◽

Effective Service

This is a research paper that is focused on evaluating the effects of associated factors (Quality, Service and Environmental) that influence customer satisfaction at a small restaurant.This research uses a defined population of 500 restaurant members. The calculated sample size was 222 respondents chosen using systematic random sampling. Data analysis was conducted through SPSS, v23. Appropriate tests were applied to 4 variables determined as Customer Expectation, Perceived Quality, Perceived Value and customer satisfaction extracted from the ACSI index.The result shows that females are the target purchase group. Environmental factors respond mostly to Customer expectation and Perceived Quality; Quality and Environmental factors respond mostly to Perceived Value, Quality and Service; and Environmental factors influence Customer Satisfaction. From this study, Perceived Quality and Perceived Value are significantly positive for customer satisfaction but Customer expectation does not appear to positively affect customer satisfaction.The results indicate that customers focus on the actual experience achieved and overall feeling relating to the product and service experience - which together appears to support the ACSI theory. The assessment revealed that quality and service factors relating to Customer Expectation and Perceived Quality; Service/Environmental factors relating to Perceived Value need to be facilitated, as it can improve overall customer satisfaction for small restaurants. Moreover, it was realised that the demand for further examination related to the customer satisfaction is high and the need for developing more effective service delivery improvements centred on customer feedback.

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Enhancing Customer Loyalty Through Quality Service Delivery in Hospitality Industry in Nigeria

10.46820/jsetm.2020.2405 ◽

2020 ◽

Vol 02 (04) ◽

pp. 23-31

Author(s):

Adebowale Paul Adebayo ◽

Joshua Ilesanmi Ademokoya

Keyword(s):

Service Delivery ◽

Customer Loyalty ◽

Hospitality Industry ◽

Quality Service

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Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures

International Journal of Culture Tourism and Hospitality Research ◽

10.1108/ijcthr-12-2013-0084 ◽

2014 ◽

Vol 8 (3) ◽

pp. 255-271 ◽

Cited By ~ 12

Author(s):

Seul Gi Park ◽

Kyungmi Kim ◽

Martin O’Neill

Keyword(s):

Hospitality Industry ◽

Service Recovery ◽

Justice Theory ◽

Content Type ◽

South Korean ◽

Complaint Handling ◽

Behavior Intentions ◽

Complaint Behavior ◽

Effective Service ◽

Practical Implications

Purpose – The purpose of this study is to investigate whether complaint behavior intentions and expectations of service recovery based on the justice theory are different among customers from collectivistic versus individualistic cultures. A secondary purpose is to find which service recovery strategies are appropriate for different culture-based complaint behavior intentions. Design/methodology/approach – A survey was conducted at universities, and the survey population consisted of college students, who are known to be frequent users of fast-food restaurants. A total of 304 usable questionnaires were collected. Confirmatory factor analysis was conducted to verify the validity of the items, Cronbach’s alpha coefficients were used to examine the internal consistency of the factors, and an independent sample t-test was used to analyze differences in complaint behavior intentions and expectations of service recovery efforts in terms of cultural difference. Findings – The results of this study indicated that South Koreans revealed more voice complaint behavior intentions than Americans did. However, there were no significant differences in expectations of service recovery efforts between them. Second, American customers who indicated voice and private complaint behavior intentions expected distributive, procedural and interpersonal justice in complaint-handling procedures. South Korean customers who indicated voice complaint behavior intentions expected distributive and procedural justice, and South Korean customers who indicated private complaint behavior intentions anticipated interactional justice in complaint-handling procedures. Research limitations/implications – Understanding customers’ complaint behavior intentions and expectations of service recovery based on the justice theory and cultural differences will suggest practical implications to hospitality industry managers for effective service quality management. Originality/value – Understanding customers’ complaint behavior intentions and expectations of service recovery based on the justice theory and cultural differences will suggest practical implications to hospitality industry managers for effective service quality management.

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Effects of Service Quality and Customer Satisfaction on Customers’ Loyalty in the Hospitality industry of Ghana

European Journal of Business Management and Research ◽

10.24018/ejbmr.2020.5.5.538 ◽

2020 ◽

Vol 5 (5) ◽

Author(s):

Ibrahim Ofosu-Boateng ◽

Philip Acquaye

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Market Research ◽

Hospitality Industry ◽

Positive Relationship ◽

Service Performance ◽

Quality Service ◽

Cape Coast ◽

Significant Positive Relationship ◽

Independent Variables

The purpose of the study was to investigate the effects of service quality and customer satisfaction on customers’ loyalty in the hospitality industry in Cape Coast, Ghana. Descriptive design was used to investigate the association between service quality, customer satisfaction, service quality and customer satisfaction (independent variables) and customers’ loyalty (dependent variable). Survey was used for data collection from 320 customers in the hospitality industry in Cape Coast, Ghana. Data analysis was carried out with the use of SPSS version 20. The findings showed a significant positive relationship between service quality and customers’ loyalty in the hospitality industry in Cape Coast, Ghana. The study also found a significant positive relationship between customer satisfaction and customers’ loyalty in the hospitality industry in Cape Coast, Ghana. It was recommended that the firms in the hospitality industry in Cape Coast, Ghana, should strive to continue the delivery of quality service to ensure loyalty. This can be done by maintaining consistent quality service performance. Also, it was recommended that the firms in the hospitality industry in Cape Coast, Ghana, should continue to endeavour to meet customers’ expectation since it engenders loyalty. Periodic market research is imperative to help identify emerging needs of customers so as to enhance the loyalty.

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