SERVQUAL MODEL

SERVQUAL Model

Abstract

The research focuses on this article on a methodology for measuring the quality give the service perceived by customers of seaside hotels in Sharjah. First, we present the methodologies that exist and are used to measure the quality of services on the basis of bi-analysis biographic. Secondly, we develop a methodology that is based on the model-SERVQUAL, but adapted to the particularities of hotel service and in particular to the characteristics of tourism Sharjahian seaside. In order to verify the implementation of the proposed methodology have been interviewed jest to customers and employees of tourist hotels of different categories in order to contrast the expectations and the customer perception of hotel employees on the quality of services offered, acids. The results show the existence of different views between the perceptions of clients and employees of hotels, as well as the expectations and perceptions of customers about the services offered. The existence of these views is a source of dissatisfaction with the services provided. The research results confirm that the SERVQUAL scale is a robust tool for assessing the quality Give the services, however, it is essential to adapt to the type of service, as in the case of the conference hotels sun and sand them, taking into account the specific characteristics of your audience.

Table of Contents

Abstract2

INTRODUCTION5

MEASUREMENT OF QUALITY SERVICES6

RESEARCH TOOL SECTOR DIMENSIONALITY11

Conclusion14

INTRODUCTION

In recent years, the services sector has been an increase in the contribution of resources in the economies of all countries. This growth resulted in the incorporation into offer a number of increasingly important companies, one of the consequences need to incorporate management tools quality-so far only applied in goods-producing companies, seeking a oriented view of customer satisfaction. In the services sector are the tourism enterprises, which are considered activities with growth potential stronger.

Tourism is seen as the segment greater employment generation-scale the world, given its direct and indirect impact at in the economies of the countries. The economics of de- tourism development impacts have been positives attracting foreign exchange, work opportunities low business growth and taxes Government. The growth of tourism market Sharjah has developed socioeconomically due to the implementation of the intensified of tourism, being considered a significant and promising market. A tourism products is the most important sun and beach tourism, in a country with 9,198 km of coastline and millions of beaches from north to southern territory, means that many localities does their main source of income. Tourism in the country generates about 2 million jobs.

MEASUREMENT OF QUALITY SERVICES

Quality is a central theme in the discussions for business and academic decades. At present, management Quality becomes a necessary condition for any strategy for the success of the empery. The increase in the level of demanding- of the consumer, competition partner of new countries with comparative advantages the cost and increasing product development, pro- processes, systems and organizations are among the causes that make quality-factor determining factor in the competitiveness and survival of the modern ...