QUALITY AND CUSTOMER SATISFACTION

Quality and Customer Satisfaction in Hotel and Hospitality industry

by

ACKNOWLEDGEMENT

I would like to express my thanks to my advisor, for his suggestions, comments, patience and understanding. Very special thanks to my parents, my father, my mother, my brother and my sister who were continuously supporting me throughout my life and leaving me free in all my decisions. I would also like to thank my colleagues for his technical support whenever I needed. I would like to thank to Department, all the university managers, teachers and students with whom I have worked.

I certify that the work presented in the dissertation is my own unless referenced

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DECLARATION

I, [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

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ABSTRACT

Many people stay at the hotel because of business or conferences. It would seem an obvious strategy to continuously provide attractive packages to conference coordinators and business meeting groups. This strategy will only work if once there, service quality is beyond reproach. Service quality must constantly be measured as it plays a vital role in the hospitality arena. The hotel's Standard Operating Procedures should be reviewed and constantly communicated to staff. Employee training is the first step to improve service quality and employee efficiency. Effective supervision is the answer to ensuring that every employee is performing to the expected level. This would in turn lead to the maintenance of the quality of service that the guests expect. The purpose of this research is to conduct a critical study of the hotel and hospitality industry and explore the concept of service quality and customer satisfaction in the hospitality industry.

Table of Contents

ABSTRACTIV

CHAPTER 1: INTRODUCTION1

Background of the research1

Problem Statement2

Aims and Objectives2

Significance3

Theoretical Frame work3

Chapter I: Introduction3

Chapter II: Literature Review3

Chapter III: Methodology3

Chapter IV: Data analysis and Discussion4

Chapter V: Conclusion4

Limitations and Suggestion for Future Research5

Ethical Concern5

Informed Consent6

Confidentiality6

Reliability/Dependability6

Validity8

Key word used9

CHAPTER 2: LITERATURE REVIEW10

Hospitality11

The Quality of Life12

Service Quality16

What Is SERVQUAL Model20

Description20

History21

Applications22

Process22

Benefits23

Disadvantages23

Conditions23

SERVQUAL in Hotel Industry24

CHAPTER 3: METHODOLOGY26

Research Design26

Outline of the overall strategy27

Research Instrument used28

Questionnaire28

Sample29

Data Collection Method29

Data Analysis30

Underlying assumption30

Explanation of the rationale for your proposed methods30

Possible alternative to your proposed methods31

Any difficulties and uncertainties31

Limitations and Suggestion for Future Research31

CHAPTER 4: DISCUSSION32

Service Quality, Customer Satisfaction and Business Performance: Definition and Description48

Relationship between Service Quality, Customer Satisfaction and Business Performance51

CHAPTER 5: CONCLUSION58

Limitations of the Research Study59

REFERENCES62

APPENDIX66

Appendix A: Questionnaire regarding the Hotel's service quality attributes66

Appendix B: Responses of Questionnaire73

Appendix C: List of Charts77

CHAPTER 1: INTRODUCTION

Background of the research

Clearly the most bothersome facet is the lack of acknowledgement of service quality and attentiveness in the mission of the hotel. In other words, management by its very omission may be undervaluing these important aspects of customer satisfaction. It is our view that the mission of the Hotel should be altered to include attentiveness to customers and efficiency by staff members as primary ...