外文文献翻译酒店服务质量管理Word文档下载推荐.docx
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StudyofServiceQualityManagementinHotelIndustryBorkar;
SameerAbstract
Itisanattempttounderstandtheroleofqualityimprovementprocessinhospitalityindustryandeffectivenessinmakingitsustainablebusinessenterprise.Itisasurveyofthepresentlyadoptedqualitymanagementtoolswhicharemakingthehotelsoperationsbetterfocusedandreliableandmeetthecustomerexpectations.Descriptiveresearchdesignisusedtoknowtheparametersofservicequalitymanagementinhospitalityindustry.Exploratoryresearchdesignisundertakentodigouttheservicequalitymanagementpracticesanditseffectiveness.Dataanalysisisdoneandpresented;
hypothesisistestedagainstthecollecteddataoSincetheindustrycontinuouslytriestoimproveupontheirservicestomeetthelevelsofcustomersatisfaction;
StudypresentstoolsforcontinuousimprovementprocessandhowitbenefitsallthestakeholdersoItcanbeinferredfromthestudythatthehotelimplementcontinuousimprovementprocessandqualitymanagementtoolstoremaincompetitiveinthemarket。
ThestudyinvolveshotelsofhighlycompetitivemarketwithlimitednumberofrespondentsoThislimitsthestudytohotelindustryandhasscopeofincludingotherhospitalityserviceprovidersaswell.
Keywords:
CustomerSatisfaction,Perception,PerformanceMeasurement,Continuous,ImprovementProcess.
Introduction
Ithasbroughtparadigmshiftsintheoperationsofhospitalityindustry.Theoverallperspectiveoftheindustryischangedduetointroductionofnewtechniquesandmethodsofhandlingvariousprocesses<
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Awarenessamongthehoteliersandtheguestshasfuelledtheinventionsfocusedonoperations.Theincreasedsagacityofcustomersatisfactionledtotheuseofhighstandardsofserviceinindustry.Thenewserviceparametersmadethehotelierstoimplementqualitymanagementasaneffectiveaid.Ithassignificantlyaffectedhotels,abilitytocontrolandadapttochangingenvironmentsoTheuseofnewtechniquesbeganwiththesimplemotiveofsophisticationandpreciseactivitiesinthegivenfieldofoperationwhichmayresultinhighstandardsofserviceinglobaleconomyandhasallowedtheriseofaleisureclass。
ConceptualFrameworkThisstudyofServicequalitymanagementinhospitalityindustryisanattempttounderstandthepresenceofqualityimprovementprocessinhospitalityindustryandeffectivenessinmakingitsustainablebusinessenterpriseoItisasurveyofthepresentlyadoptedqualitymanagementtoolswhicharemakingthehotelsoperations
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safer,focusedandreliableandmeetthecustomerexpectations<
AsthehospitalityindustrybecomesmorecompetitivethereisanobviousneedtoretainclienteleaswellasincreasingprofitabilityandhencemanagementprofessionalsstrivetoimproveguestsatisfactionandrevenuesoThemanagementprofessionalswhomarestrivingfortheseresultshoweveroftenhavelimitedunderstandingofresearchsurroundingtheparadigmsofguestsatisfactionandloyaltyandfinancialperformance.Thisresearchpapershallenlightensomeofthevariablesandimportantfactsofservicequalityresultingintoguestsatisfaction.
ReviewofLiterature
Customersofhospitalityoftenblamethemselveswhendissatisfiedfortheirbadchoice..Employeesmustbeawarethatdissatisfiedcustomersmaynotcomplainandthereforetheemployeesshouldseekoutsourcesofdissatisfactionandresolvethem.,(ZeithamlV.,1981,p.186—190)Itissaidthatservicequalityiswhatdifferentiateshospitalitysector,howeverthereisnotanagreeddefinitionofwhatservicequalityis.Thereishoweverafewdifferentsuggestionsofhowtodefineservicequality..Dividingitintotechnical,functionalandimagecomponents;
(GreenroomsCo,1982)anotheristhatservicequalityisdeterminedbyitsfitnessforusebyinternalandexternalcustomers»
Itisacceptedthatservicequalityisdependsuponguest’sneedsandexpectations.Adefinitionofservicequalitystatethatqualityissimplyconformancetospecifications,whichwouldmeanthatpositivequalityiswhenaproductorservicespecificqualitymeetorexceedpresetstandardsorpromises.ThishoweverseemslikeaneasyviewwithinthehospitalityindustryoThealternativedefinitionsreadasfollows:
1)qualityisexcellence;
2)qualityisvalueformoney;
3)qualityismeetingorexceedingexpectationsoThisappearsbetteralignedwithideaswhichexistwithinhospitalitymanagementthanthefirstmentionedsimplisticapproach.,Servicequalityandvalueisratherdifficulttocalculate,companiesmustthereforerelyonguest’squalityperceptionsandexpectationstogetconsistentresultswhichisbestachievedbyaskingguest’squestionsrelatedtoexpectationsandtheirperceptionsoftheservicequality,whichcaneffectivelybeachievedthroughcarefullydesignedsurveys»
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