SERVQUAL SURVEY IN MEASURING INTERCONTINENTAL HOTEL MANAGEMENT SYSTEM SERVICE QUALITY (Essay Sample)

Marketing
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A SERVQUAL SURVEY IN MEASURING INTERCONTINENTAL HOTEL MANAGEMENT SYSTEM SERVICE QUALITY
ABSTRACT:
Service provided by the hotel system (intercontinental) has come to be considered a major component of the hotel’s success. The determination of service quality is considered as a comparison process between an expected level of service and service quality is considered as a comparison adaption of the servqual measure from the marketing literature was commonly used since it considers both the expectation and performance components of service quality. Few considered the implications that the chosen form of a servqual variation has on the relationship between service quality and a dependent variable such as satisfaction or on the theoretical interpretation of the discrepancy theories from which service quality measured is derived.
KEYWORDS: Hotel systems, service quality, SERVQUAL, service performance, service expectations, difference scores, user satisfaction, quality evaluations.
Introduction
Servqual is a technique/approach used in various business processes to ensure quality deliverance of their services in satisfaction of their customers’ needs and expectations. The technique is useful for both the management and its clients as it is a gearing factor towards stiff competition and helps the organization in outstanding itself from others and achieve its organizational goals in customer service satisfaction and effectiveness of the business, CITATION Par85 \l 1033 (Leonard L. Berry, 2004). In the measurement of service quality, we compare the customer service expectations and the perceived one, in case the customer satisfaction is higher the perceived ones we consider the serve deliverance as dissatisfying hence customer dissatisfaction and management has to streamline some of its operations to ensure the business is offering the best service to its clients.
Research questions
1 How do customers perceive service quality in hotel?
2 Are customers satisfied with service quality offered by hotel?