scholarly journals Approaches to quality management in hotel industry

2013 ◽  
Vol 61 (7) ◽  
pp. 2693-2699 ◽  
Author(s):  
Kateřina Ryglová ◽  
Ida Vajčnerová ◽  
Jakub Šácha
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Quantitative Research ◽  
Hotel Industry ◽  
Field Research ◽  
Practical Application ◽  
The Czech Republic ◽  
Five Dimensions ◽  
Weighted Score ◽  
Definition Of

The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. Demonstrating the practical application of Servqual in selected hotels in the Czech Republic is also a part of the paper. Input data have been gained by force of a primary field-research with the help of a quantitative research via questionnaires and deep interviews. The results of the Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score for the examined hotels and to outline benchmarking utilisation possibilities.

scholarly journals Servqual potential for quality management in hotel services

2012 ◽  
Vol 60 (2) ◽  
pp. 307-314 ◽  
Author(s):  
Kateřina Ryglová ◽  
Ida Vajčnerová ◽  
Jakub Šácha
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Quantitative Research ◽  
Gap Analysis ◽  
Hotel Industry ◽  
Field Research ◽  
General Applicability ◽  
Five Dimensions ◽  
Weighted Score ◽  
Definition Of

The aim of the paper is to present possibilities and specifications of using the Servqual method in service quality management in hotel industry. The Servqual method works on the definition of five dimensions of a service quality: tangibles, reliability, responsiveness, assurance and empathy. It is based on so called Gap analysis that crucially comes out of the discrepancy between a customer’s expectation and perception. Demonstrating the practical application of Servqual in hotel business is also a part of the paper, as well as verifying possibilities of customer satisfaction quantification with the help of the Gap model, evaluating general applicability and presenting suggestions for possible adaptations and further utilization in the branch of tourism. Input data necessary for the gap analysis have been gained by force of a primary field-research with the help of a quantitative research via questionnaire. The results of Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score that for the examined hotel reached the value of −0.07. This shows that the discrepancy between expectations and perceptions of the hotel guests is minimal. However, the calculation of this score would be of a higher importance if we wanted to compare more accommodation facilities mutually or possibly to follow the development of this index in time.

scholarly journals Stakeholders’ Awareness of Quality and Quality Management Systems in Zimbabwean Hotels

2021 ◽  
pp. 682-697
Author(s):  
Vitalis Basera ◽  
Judy Mwenje
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Industry ◽  
Management Systems ◽  
Quality Management Systems ◽  
Study Approach ◽  
Independent Hotels ◽  
Group Interviews ◽  
Definition Of

The aim of the study was to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry. This study sought to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry by (1) establishing the definition of quality, (2) exposing dimension of service quality, (3) identifying how customer satisfaction is measured and (4) identifying quality management systems and quality philosophy used in hotels. Appreciation of quality and QMS in the hotel industry can assist stakeholders to employ holistic measures to improve adoption of quality management systems in hotels and improve the operations of the hotels. The study followed a multi case study approach, with 9 hotels from Harare chosen purposively to represent the hotel industry in Zimbabwe. Managers and key stakeholders were interviewed and focus group interviews were conducted. Key questions on quality definition, dimensions of service quality and customer satisfaction measurement were asked and the data was analysed using thematic analysis -directed content analysis. The results showed that stakeholder in the hotel industry are very much aware of QMS, though in abstract. There is greater awareness of quality and QMS among group chain hotels than in independent hotels. There is need to upgrade on quality training in the hotel industry from collaborative perspective so that the stakeholders appreciate quality and QMS fully so that the industry remains competitive.

Exploring backpackers’ perceptions of the hostel service quality

2015 ◽  
Vol 27 (8) ◽  
pp. 1839-1855 ◽  
Author(s):  
Ana Brochado ◽  
Paulo Rita ◽  
Carlos Gameiro
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Quantitative Research ◽  
Hotel Industry ◽  
Online Reviews ◽  
Content Type ◽  
The Social ◽  
Mixed Approach ◽  
Depth Interviews

Purpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guests’ perspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers. Findings – The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality. Originality/value – The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience.

scholarly journals Service Quality Dimensions and Customer Satisfaction in online shopping: A customer’s perspective

2020 ◽  
Vol 4 (1) ◽  
pp. 53-76
Author(s):  
Amna Khan ◽  
Syed Sohaib Zubair ◽  
Sobia Khurram ◽  
Mukaram Ali Khan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Online Shopping ◽  
Reliability And Validity ◽  
Research Strategy ◽  
Path Coefficient ◽  
Five Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions

With the expansion of e-commerce, E-Service Quality is becoming increasingly important. The study aims to investigate the relationship between e-service quality dimensions and customer satisfaction in B2C online shopping in Pakistan emphasizing the customer’s perspective. A total of five dimensions of e-service quality have been tested with endogenous variable i.e. customer satisfaction. Using a quantitative research strategy, data from 225 participants was collected using online questionnaires where 88% of the respondents already had the experience of online shopping that made a valid sample of 199. Smart PLS was used to conduct the data analysis. Following reliability and validity analysis, out of all five dimensions, reliability showed the strongest path coefficient of 0.323. Results also show that all the five hypotheses were supported except for responsiveness. As far as implications of the study are concerned, online shopping stores should devote valuable resource to enhance the significant e-service quality attributes that are emphasized by this study. Moreover, E-Services are becoming increasingly important in B2C e-commerce for improving customer relations and increasing sales and developing countries are of no exception to it. Lastly, as the study is conducted in Pakistani context, generalizability to other countries particularly outside South Asia may be limited due to difference in customers’ shopping behaviours and attitudes.

scholarly journals Measuring Service Quality In Higher Education: A South African Case Study

2014 ◽  
Vol 10 (2) ◽  
pp. 131-142 ◽  
Author(s):  
Paul Green
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
South African ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Cost Effective ◽  
High Expectations ◽  
Five Dimensions ◽  
University Of Technology ◽  
Quality In Higher Education

The goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing five dimensions of service quality (tangibles, responsiveness, empathy, assurance, and reliability). A convenience sampling technique was applied, the data were collected from 280 respondents at the Durban University of Technology (DUT), and the results and discussion are presented. The findings reveal that, on average, customers had high expectations in tangibles, reliability, and assurance dimensions and their highest perceptions were found in the assurance dimension. This study will benefit management of higher education institutions in identifying cost-effective ways of reducing service quality gaps.

scholarly journals Practical application of Article 9 of the Aarhus Convention in EU countries: Some comparative remarks

elni Review ◽  
2009 ◽  
pp. 74-78
Author(s):  
Pavel Černý
Keyword(s):  
Czech Republic ◽  
Legal System ◽  
Spatial Planning ◽  
Legal Protection ◽  
Access To Justice ◽  
Practical Application ◽  
The Czech Republic ◽  
Aarhus Convention ◽  
Definition Of ◽  
Ec Law

Application of the Aarhus Convention in practice of its parties (including the European Communities) has been reflected recently by several representative studies. In spite of their partial differences, these studies come to similar conclusions with regard to the chief insufficiencies in implementation of requirements concerning access to justice in environmental matters according to Art. 9 of the Convention. This article discusses several specific topics from this field, which can be considered crucial for legal protection of the environment in practice. More concretely: definition of terms for access to justice by individual members of public (“standing conditions”); scope of the court review of act and omissions, related to the environment; effectiveness of a court review, particularly its timeliness. Next to the above mentioned studies, the article also refers to the contributions and discussions presented at the „International conference on the implementation of the Aarhus Convention in practice” (hereinafter “the Conference”), which was organised in April 2009 in Brno, the Czech Republic, within the scope of the Czech EU presidency. A few more general but related aspects are touched upon, namely the position of the Convention in the legal system of its parties and its relation to the EC law. The article is based namely on the outcomes of the projects concerning the NGO experience with using the Aarhus Convention in practice, sponsored by International Visegrad Fund and Ministry for Housing, Spatial Planning and Environment of the Netherlands.

scholarly journals TINGKAT KEPUASAN PASIEN BPJS RAWAT JALAN TERHADAP PELAYANAN PANAH RSUD GENTENG BANYUWANGI

2021 ◽  
Vol 4 (1) ◽  
pp. 26-31
Author(s):  
Kukuh Handojo
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Cross Sectional ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Fifth Dimension ◽  
Level Of Satisfaction ◽  
Sample Technique ◽  
Cross Sectional Design

The "PANAH" programme is one of the innovative Pharmacy Installation services at RSUD Genteng. PANAH is an abbreviation of Pangkas Antrian Ambil Obat Harian. This program is a new program and there has never been a measurement of the level of satisfaction so that it is necessary to measure the level of satisfaction.This study aims to determine the level of satisfaction of patients served by the “PANAH” program at RSUD Genteng based on five dimensions of service quality, namely tangible, reliability, responsiveness, empathy, assurance.The type of research used is descriptive quantitative research with cross sectional design and the sample technique used is total sampling. Samples taken were 72 patients. Technique of answering data using a questionnaire.Based on the results of the study obtained as follows. On the dimensions of physical evidence (tangible) 43 respondents were satisfied (59,72%), 29 respondents were quite satisfied (40,28%). On the credibility dimension (reliability) 45 respondents were satisfied (62,5%), 27 respondents were quite satisfied (37,5%). On the dimension of responsiveness (responsiveness) 45 respondents were satisfied (62,5%), 27 respondents were quite satisfied (37,5%). On the dimension of empathy (emphaty) 42 respondents were satisfied (58,33%), 30 respondents were quite satisfied (41,67%). On the assurance dimension 41 respondents were satisfied (56,94%), 31 respondents were quite satisfied (43,06%). In the response of fifth dimension, namely tangible, reliability, responsiveness, empathy, assurance 52 respondents were satisfied (72,22%), 20 respondents were quite satisfied (27,78%), there were no respondents who were less satisfied and dissatisfied.

EXAMINING SUBJECTIVE AND OBJECTIVE E-COMPLAINTS AND SERVICE QUALITY IN BANGKOK HOTELS

2021 ◽  
Vol 27 (2) ◽  
pp. 429-448
Author(s):  
Aswin Sangpikul
Keyword(s):  
Service Quality ◽  
Hotel Industry ◽  
Service Improvement ◽  
Secondary Source ◽  
Five Dimensions ◽  
Customer Complaints ◽  
Complementary Approach ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Hotel Managers

Purpose – There are few studies examining the reliability of e-complaints in the hotel industry. This topic is important for hotel managers as it can help them in distinguishing emotional complaints from factual complaints. Therefore, this study aims to examine and classify customers’ e-complaints regarding hotel service quality and classify them into subjective and objective categories based on factual and non-factual opinions. Design/methodology – Content analysis and descriptive statistics were employed to analyse the data (e-complaints about Bangkok hotels) collected from a secondary source. Findings – It was found that approximately 54% of e-complaints regarding service quality in Bangkok hotels were objective complaints (factual opinions) while 46% were subjective complaints (personal feelings). The study indicated that customer complaints resulted from hotel performance which was below than customer expectations. In addition, both types of e-complaint were found to be associated with the five dimensions of SERVQUAL, implying that hotels still had problems with service delivery in all service dimensions. Originality of the research – Due to the insufficient literature on the reliability of customer ecomplaints in the hotel industry, this study identified the characteristics of subjective and objective e-complaints and their relationship with SERVQUAL, thereby extending knowledge of ecomplaints and service quality in the hotel industry. The findings are expected to assist hotel managers in better understanding the nature of online complaints, thus offering a complementary approach to service improvement.

An Evaluation of the Relationship between Human Resource Practices and Service Quality: An Empirical Investigation in the Canadian Hotel Industry.

2018 ◽  
Author(s):  
◽  
Osama Khassawneh
Keyword(s):  
Service Quality ◽  
Human Resource ◽  
Strong Association ◽  
Hotel Industry ◽  
Hrm Practices ◽  
Career Opportunities ◽  
Definition Of ◽  
Recruitment And Selection ◽  
Improve Service Quality ◽  
The Relationship

Human resource management (HRM) practices have been recognised as a key function in enhancing organisational productivity and sustaining competitive advantage for organisations. It has been noted that most studies that are based on the relationship between HRM practices and performance indicators (e.g., service quality) in hotels hide an important element that tells hoteliers which factors to concentrate on in cases of poor performance. There is a lack of qualitative studies to highlight the effect of HRM practices on service quality in Canadian hotels. Therefore, this research aimed to examine the influence of HRM practices on service quality in the Canadian hotel industry. This study aims first to propose a working definition of service quality in hotels and then to develop a conceptual model to help hotel managers improve service quality in the light of HRM practices. This study seeks to investigate how employee recruitment and selection, training, rewards and incentives, and internal career opportunities help to improve the quality of service in the hotel sector. An exhaustive review was conducted to establish existing facts about the concept of service quality and its significance for the hospitality sector. Likewise, sources that addressed issues in the HRM discipline were analysed to assess the role of HRM practices in ensuring service quality. The qualitative research method was employed in the study. Three sets of semi-structured interviews were designed to obtain a perspective on the relationship between HRM practices and service quality from the top to the bottom of the hierarchy within hotel organisations in Canada. They were semi-structured and face-to-face. The sample was made up of 6 HR managers, 6 supervisors and 22 non-management employees. The findings of the research indicated the presence of a strong association between recruitment and selection and service quality. The themes obtained from interviewees suggested that an established process of hiring of induction for new employees is an effective first step in ensuring that any new person joining the organisation is aware of service quality standards and expectations. The findings further indicated that recruitment and selection help in hiring and selecting skilled people to deliver service quality. This suggested that recruitment and selection play a key role in impacting the service quality. It was found that training and development, incentives and rewards, and internal career opportunities have an effect on service quality. Moreover, the relationship between all the HR practices as a bundle and service quality was reported as having an effect to improve service quality. A key contribution of this study that it offers a workable definition of service quality and then a robust model for the relationship between HRM practices and service quality that contributes to enhance knowledge of the causal relationship between them. In addition, this study contributes by identifying which HRM practices a hotel could adopt to gain a service quality advantage in the marketplace. Moreover, the proposed conceptual framework contributes by improving our understanding of the causal relationships between HRM practices and service quality. Managerial implications, research limitations and research avenues were then captured.

Analysis of The Relationship Between Customer Satisfaction and Service Quality of a Pet Shop in Depok, East Java

2020 ◽  
Vol 22 (2) ◽  
pp. 220-237
Author(s):  
Eunike Riahta Tarigan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Research Data ◽  
Service Performance ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Customer Expectation ◽  
The Relationship

Abstract: In this research, the analysis gaps of customer expectation towardservice quality of a pet shop business in Depok, East Java, Indonesia by usingParasuraman’s SERVQUAL scale was investigated. The results indicatedthat all five dimensions of SERVQUAL had gaps in expectations andperformance while Reliability, Responsiveness, Assurance and Empathysignificantly gave positive gap scores (P>E). It can lead to satisfaction tocustomers, while Tangible gave a negative gap score (P<E) that affected adissatisfaction; and the customer expectations and the service performancesof the pet shop were exceeding customer expectations (P>E). Overallaverage SERVQUAL gap score was indicating satisfaction to customers. Asa quantitative research, data were collected from 50 respondents of the petshop’s customers using a questionnaire and was analyzed using SPSS. Thisresearch becomes a good input from its customers which opened anopportunity for the pet shop management to improve its businessperformance in the future.Keywords: service quality, customer expectation, service performance, petshop.

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