Front Office Customer Satisfaction

Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management

Service quality is one area which was studied extensively for the past four decades. In the field of service marketing, there are many definition for service quality. Parasuraman et al, (1988) defines service quality as a discrepancy between customers’ expectation and perception of a service or service experience and this is basically the perceived service quality. Based on this concept, Parasuraman et al. (1985), developed a model known as the SERVQUAL. The SERVQUAL model is based on 22-item scale and it measures service quality based on five dimensions which are reliability, responsiveness, tangibility, assurance and empathy. According to Parasuraman et. al (1985) these five dimension are generic and they are applicable across the industries. However, there are some critics to this model also such as Gronroos (1990) and Mangold and Babakus (1991) who opines that SERVQUAL solely focuses on the service delivery process while neglecting the outcome of the service. Interestingly, the inventors of SERVQUAL suggested the importance of both the functional and technical aspect of service quality in the model (Parasuraman et.al, 1985). However, they didn’t include the technical aspect but it in the instrument. The emphasis on the functional aspect is basically the American school which was

| Based on explicit knowledge and this can be easy and fast to capture and analyse.Results can be generalised to larger populationsCan be repeated – therefore good test re-test reliability and validityStatistical analyses and interpretation are

The author’s development of explaining the theory and validity of the research had minimum thorough explanation. The results were provided through quantitative means instead of qualitative. This is not an issue; however, this could have been studied

Paper 1: - An abstract of paper 1 gives overall view of the study, method of study conducted, selected participants and their numbers. It also provides the evidence that how the data and results were collected. The abstract is showing the objectives and have

The main articles used in this study are summarized in the evidence table (Table 4) in the appendix section of this paper. The evidence table was set up to visualize the data from different sources obtained during the research process. The data synthesis divides the various numbers of researches distinctly based on the main author, publication date, study design, study population, data collection method and finally the outcome/results of the study.

An empirical study was conducted to namely to investigate customer service in selected Hotels in Downtown Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means

3.2 Evaluation of the significance of the data, link to the purpose of the research.

The hotel has firm commitment and processes towards customer services, employees in the hotel are responding easily and are keen to resolve customer complaints. The hotel employees try to build confidence in providing services. Interestingly here we observe that UD has moderate focus on Reliability, Responsiveness and Assurance, while less emphasize on tangibility and empathy. This differentiates the customer segment. However the scores indicate that these attributes have little significance in SERQUAL model. DK and UD are quite similar in mapping of SERQUAL but in comparison the segments vary in income groups, at DK the segment shall be from higher income groups while in UD middle income groups. KP has focus to build loyal customers through customized

In hospitality industry, service quality and customer satisfaction play irreplaceable roles as most of the management facing difficulty in measuring them. It is essential to understand customer satisfaction these days. As it able to allow organizations to understand how consumer defines the service and product quality.

1 1.1 BACKGROUND .......................................................................................................................... 1 1.2 RESEARCH PROBLEMS ........................................................................................................... 3 1.3 RESEARCH OBJECTIVES ......................................................................................................... 4 1.4 RESEARCH METHODOLOGY AND SCOPE .......................................................................... 5 1.5 STRUCTURE OF THE STUDY .................................................................................................. 5 CHAPTER 2: LITERATURE REVIEW .................................................................................... 7 2.1 INTRODUCTION ........................................................................................................................ 7 2.2 CAPITAL STRUCTURE ............................................................................................................. 7 2.3 FIRM PERFORMANCE ............................................................................................................ 11 2.4 HYPOTHESIS AND EMPIRICAL MODEL ............................................................................ 12 2.4.1. Model 1: The Leverage Model

According to the definition of the expectation, in order to understand the need and wants of customer, combination of research and market experience is necessary. There are number of exogenous factors including their previous services experience and expectation of the brand which provide cues about the level of service. This is what being referred as customer expectation. Moreover, in order to understand the expectation of guests, the complex issues because of service transaction which is known as moment of truth, are social acts between individual employees and guests (NORMAN, 1991). This is considered as management perception service quality gap. In addition service quality is linked with expectation. If the employees have been asked to fulfill the expectation of the customer by providing them with the quality of service, unfortunately with the lack of training skills in their staff management and they are unable to interpret because of the complex guidelines. This is the reason of the bad quality of service. Customer satisfaction is co-related to customer expectation, perception and service quality because it is the responsibility of the employee to reduce the stress of the customer. If they will not do so then they will have to face the problem with the bad reviews towards their hotel, restaurants, motels, etc. If they create a pleasant experience of their customers by satisfying them with overall feeling of contentment with a interaction by solving their

What is the relationship between Dimensions of Service Quality and Customer Satisfaction in regards to The Langham Hotel, Auckland?

Since the early 1980s customer satisfaction surveys have maintained a conspicuous place in the research agenda (Allen & Rao, 2000). Quality is the core strategy that organizations execute to bring better values to customers for gaining a competitive advantage. Quality is conformance to requirements (Crosby, 1979). However Juran et al. (1974) see quality as fitness for use while according to Kanji (1990) quality is satisfying the customer’s requirement continually. Service quality is the ability of the organization to meet or exceed customer expectations (Kitchroen, 2004). Research diagnose several characteristics those are associated with service quality. Schneider & Bowen (1995) proposed three crucial issues security, esteem and justice

Chapter 4 presents conducting method, design of sample, the sources of data collection, instrumentations use and method of analysis also the limitation and resources.