Presently, service quality in the general success of the hotel industry is a fact that cannot be ignored. It is very important for the hotel administratorsand other supervisory departments to have a clear understanding on what precisely the customers need (lwaarden et.al, 2013, 1-10). Understanding the exactanticipations of the clients, the magnitudesrequired of service quality, and their resultant significancefor the customers for each particularsection of the hotel business would unquestionably help the managers and other supervisors in theirtask of improving service quality.
A general meaning of quality is that, it is a basic indicator of scope. Therefore, the quality of a service or any product can be perceived according to its characteristics by ways of which particular requirements of customers are fulfilled(Stankov, 2011, 5). On the other hand, based on the fact that consumer’s outlook on the issue of quality is a main concern of quality level, any type of measurements must be centered on field research of the customer population (Neves et.al, 2008, 87-90).Characteristically, measuring service quality in the hotel industry remains a concern that is debatable in various aspects. This further heightens the need to address some questions such as:
- How do hotel administrators and teams approach service quality in their hotels?
- What are the vital aspects that can allow the introduction of a culture of service quality in hotel operations?
In summary, it can be concluded that, the quality of service in the hotel industry remains a significant aspect of effective business. Currently, the presentdevelopment of total quality management particularly in the hotel businesshas warranted the attainment of competitive advantage of hotel establishments and isthus the focus of modern research into the emphasis of service quality in the hotel industry (Dwayne, 2009, 21).
Presently, many studies have concentrated on service quality with much interest in the hotel industry. Additionally, the results of these studies have come up withnumerous contributions in connection with the dimensional arrangement of service quality of hotels (Spencer, 2011, 23). In relation to this, a study was conducted to examine the service quality anticipations of business hotels’ clienteles, investigate if the quality measurementsincorporated in the SERVQUAL model relate to an international setting, search for any extra dimensions that ought to be comprised in the service quality construct, and determine the level of significance of everyprecise dimension for the clients of the business hotels.
A self-administered questionnaire was used in the study to investigate the service quality anticipations and observations of the hotels guests.The questionnaire was apportioned into three main parts, with the first part aimed at measuring the respondents’ anticipations and observationsconcerningthe quality of services provided by the hotel. Important literature and survey toolswere developed from past studies, while datawas got from professionals who were crucial in forming a basis for the development of the first portion of the questionnaire.
In addition, a pilot assessment was also conducted to mainly to evaluate the dependability of the elements, and to certify that the words of the questionnaire were clear and understandable.The population chosen for this survey was all business visitors who were booked in the business hotel chosen for this study for the duration of the data collection. In this survey, the sample size was selected since the scale designers have found dependable data inrelated sample sizes in earlier studies. Armed with enough awareness on these field would certainlygo a long way in helping managers in the pursuit of developing service quality among customers in the different fields of management.
Crick, A. P; Spencer, A. 2011. Hospitality quality: new directions and new challenges. International Journal of Contemporary Hospitality Management, v. 23, n. 4.
Jonsson, Cristina; Devonish, Dwayne, 2009. An exploratory study of competitive strategies among hotels in a small developing Caribbean state. International Journal of Contemporary Hospitality Management, v. 21, n. 4.
lwaarden J.V. et.al, 2013. Managing Quality. Fifth edition. John Wiley & Sons.
Stankov, U. et.al, 2011.Research of expected and perceived service quality in hotel management.Journal of tourism[No. 11].
Vinagre, M.H., Neves, J. 2008. The influence of service quality and patients’ emotions on satisfaction, International Journal of Health Care Quality Assurance, 21(1), pp.87-103.