The importance of Internal Quality Service Delivery in Hospitality Industry

by

ACKNOWLEDGEMENT

For this research, I would like to thank my family, friends and specifically my supervisor, for supporting and guiding me throughout my journey of learning. Without their support, it would not have been possible for me to conduct this research.

DECLARATION

I, (Your name), would like to declare that all contents included in this thesis/dissertation stand for my individual work without any aid, & this thesis/dissertation has not been submitted for any examination at academic as well as professional level previously. It is also representing my very own views & not essentially which are associated with university.

Signed __________________ Date _________________

ABSTRACT

Internal quality service delivery is internal customer service quality, meaning that internal customers that are the employees of an organisation must be treated well and given good service in the same way that customers are provided excellent care. This dissertation analyses the importance of internal quality service delivery in Hospitality Industry. The research is conducted using primary methodology. Data was collected using questionnaire survey. From the survey result it was found that employees were not satisfied in their workplace because of poor internal service delivery. Recommendations have been made to improve quality of service delivery in the hospitality industry of UK.

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

CHAPTER 1: INTRODUCTION1

Background of the Study1

Research Aim and Objectives3

Significance of the Study4

Research Questions5

CHAPTER 2: LITERATURE REVIEW6

Job Satisfaction6

Internal Service Quality7

Communication9

Theoretical Foundations and Conceptual Framework9

Good and Bad Service Quality10

Internal Customers11

The Internal Customer Service and Its Impact on Customer Service14

CHAPTER 3: METHODOLOGY18

Overview of Quantitative Research Approach18

Research Method and Design Appropriateness19

Primary Research19

Quantitative20

Qualitative21

Justification for Chosen Method22

Research Design and Process23

Sampling Method23

Participants23

Research Instrument24

Informed Consent24

Confidentiality24

Data Analysis25

CHAPTER 4: DISCUSSION AND ANALYSIS26

Survey Result26

Section 126

Section 230

Discussion34

CHAPTER 5: CONCLUSION36

Conclusion36

Recommendations36

REFERENCES38

APPENDIX42

Survey Consent42

CHAPTER 1: INTRODUCTION

Background of the Study

Today's companies are constantly trying to improve performance by introducing excellent service quality to consumers. They set a standard of service to be given to consumers, deliver the service and then evaluate the performance of the service In such cases, a strategy of service delivery should be considered as a means of achieving excellent performance. According to Kusluvan (2003, 423) the scope of corporate strategy in the 1970' s focused on market attractiveness for achieving market growth. At that time some of companies pursued external acquisitions rather than internal business creation and the measurement of success of a company used only financial data such as balance sheets, income statement and others

During the next decade, the 80's, the strategy perspective tended to shift away from market attractiveness toward companies' strength or a “back to basic” movement. This strategy included business process capabilities in the formulation of corporate strategy such as aspects of cost leadership, differentiation or focus (Pizam, 2010, 505). In 1990's, some companies tried to change or shift their strategy interest to the perspective of quality. Since then, quality became as a competitive weapon with which to compete in the market place. Examining quality from Michael Porter's framework, the most visible link between quality and strategy is the differentiation strategy (Kusluvan, 2003, 424). For example customers might change their ...