Tools For Service Management : Hospitality Data Tools

The flow chart in an organization is used to visualize the flow of work for easy understanding implementation (U.S. Department of health and Human Services, 2012). With the flowchart, there is a better understanding of what activity is performed the time and the person responsible

We can realize that the competition among hotels with each other. Hotel top managers are focusing and keeping their head high on service quality because they believe that this is the most important for the customer, if you have good service quality then you’ll have a lot of customers that would make you have a competitive advantage than the other hotels that you have competition with. Service quality has been defined by Zeithaml (1988) as “the judgment of customers about the overall superiority of a product or service.” perceived quality is considered good when the experienced quality of customers meets the expected quality from the brand (Gronroos, 1988) They defined service quality as “a global judgment or attitude relating to the overall excellence or superiority of the service (Zeithaml and Gronroos, 1988)

Customer care and efficient operations can give hospitality related business a decided competitive advantage, and improved technology in hospitality industry which allows these businesses change in both areas.

Thus, the hotel should focus on people and on its customers and not only on process standardization to reduce the variability mentioned in the first point of this paper. The hotel should intensify its training and develop a customer centric culture among its employees: well trained employees, indeed, are both likely to reduce the assignable causes related to people and to better satisfy variability in customer requests. Pure back-office tasks should be standardized but the hotel should insist on creating, through training, a flexible execution paradigm for its employees. But, as we said, a satisfied customer is not always a loyal customer: in order to reinforce the relationship the hotel should implement the service warranty approach as proposed by Christopher Hart. Service warranty, indeed, “is a marketing tool service firms have increasingly been using to reduce consumer risk perceptions, signal quality, differentiate a service offering, and to institutionalize and professionalize their internal management of customer complaint and service recovery”4, increasing the chances of a returning customer. In order to measure service quality, the hotel could rely on the GAP model (Servqual-Zeithaml, Parasuman & Berry, 1990) which, classifying service quality over five dimensions (reliability, response, assurance, empathy and tangibility) and relying on qualitative questionnaires, measures customers perceived and

The discerning customers nowadays are better educated and are able to recognize the quality of products or services, rather than just looking at the price. As competition between organizations grows more intense, many different factors and dimensions would be considered by the customers when they are going to measure the quality (Stevenson, 1999). In order to remain competitive among those rigorous competitions in the dynamic changing business environment, organizations have to maintain and enhance the quality of the products or services being delivered.

Customers realize that the current system is not flawless. Companies see that providing better service quality will create and obtain the customers loyalty, continuation of business and enhance the quality of the organization. Service quality is suppose to be consistent, reliable and accountable

On the other hand, in order to protect the hotel brand image and its reputation, the hotel operators have to control and manage process of the hotel without any obstructing of hotel owners over day by day. Any the acts of owner that can stop the hotel management operator doing the good job is not only affect to the brand of the hotel, but also reduce the chance of hotel operator to make the success based incentive fee. Furthermore, one of the major priorities of hotel management operator is ensure that hotel can be maintained and operated with the quality standards. This is the most important factor to operate the hotel. The hotel operators understand that customer service expectation is the key point to accomplish the goal of hotel,

The software, held by Hotel SystemsPro, LLC is one of lodging’s industry most significant technology developments in past ten years.

Hospitality operation management can be well-defined as one of classification of transmitting the contribution that can be resources, products, services into an necessary output as in goods and better performance of services and healthier utilization of assets by going through some of the management process such as planning, controlling, forming and accomplishing them for a business 's strategy in hospitality.

and future customer needs. Output describes the way in which participant quality is enhanced to ensure profitability and custom satisfaction. To gain competence of hotels faster than

Service quality is thought to be a critical measurement of competitiveness. Providing excellent service quality and high customer satisfaction is the vital issue and challenge facing the modern service industry. Service quality is an important subject in both the public and private sectors, in business and service industries (Zahari et al., 2008). It is the degree to which a service meets or exceeds customer needs and expectations that is important. During the past two decades, service quality has become a major area of consideration to practitioners, managers and researchers because of its strong influence on business performance, lower costs, and return on investment, customer satisfaction, customer loyalty and gaining advanced profit (Ostrowski & O 'Brien, 1993).

Due to the intangibility of service quality, it is very difficult for a firm to know whether the consumers satisfy their service or not. Although it is difficult to measure service quality, it is still a development of a multiple-item scale for measuring service quality which is called SERVQUAL (Parasuraman et al. 1988). The SERVQUAL was developed originally based on the 10 potentially dimensions which revealed by Parasuraman et al. (1985) as access, courtesy, communication, tangibles, understanding/knowing the customer, responsiveness, reliability, security, competence, and credibility. But the final dimensions of the SERVQUAL are only five, tangibles, reliability, responsiveness, assurance, empathy (Parasuraman et al. 1988). As the five dimensions have some relationship with the difficult of measuring service quality. First one is the tangibles which include the physical facilities, equipment and appearance of personnel that will affect the service quality by the external environment. Reliability and the other three dimensions are all the internal effects which relate to the service producer him or herself. These four dimensions are more difficult to control than the external one which is tangibles. Both of the expectations of the consumer to the service and perceptions of the provider’s performance can be assessed by the SERVQUAL method (McAlexander

We would take this opportunity to first of all, express our words of gratitude to Mr Armooghum, who has been present for our queries. He has helped us a lot in solving confusions. The lectures have been helpful for the assignment, which have been one of the motivating factors.

CUSTOMER SATISFACTION MEASUREMENT IN HOTEL INDUSTRY: CONTENT ANALYSIS STUDY Ivanka Avelini Holjevac University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Ivanka.Avelini.Holjevac@fthm.hr Suzana Marković University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Suzana.Markovic@fthm.hr and Sanja Raspor University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: sraspor@veleri.hr ABSTRACT One of the biggest contemporary challenges of management in service industries is providing and maintaining customer satisfaction. Service quality and customer satisfaction have increasingly been identified as key factors in the

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