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Front Office Customer Satisfaction
MASTER 'S THESIS
The role of standard service quality in front office of five star hotels in Tehran in order to satisfy customers

Nina Bashirian Tina Majdpuor

Master program Business Administration

Luleå University of Technology Department of Business Administration, Technology and Social Sciences

Master Thesis, Continuation Courses Tourism and Hospitality Management Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce

The role of standard service quality in front office of five star hotels in Tehran in order to satisfy customers.
Supervisors: Prof. Tomasevic Prof.kamran Mohammadkhani

By: Nina Bashirian and Tina Majdpour

April 2011 i Abstract:
The present research attempts to illuminate the role of service quality in creation of satisfactory guest experience in the five star hotels in Tehran. Four five star hotels of Parsian group namely, Esteghlal, Laleh, Espinas and Homa hotel in Tehran were selected for the present research, and opinions of the hotels’ guests were sought for assessing the perception of the guests in five primary dimensions of service quality. The role of standard operation procedure in the front office was also assessed and its connections to service quality, business excellence and customer satisfaction were identified. The research found that majority of the hotel customers were satisfied with the indicators of service quality dimensions of tangibility, responsiveness, reliability, assurance, and empathy, however there were different ranks of guests’ satisfaction among various nationalities as well as different rate of satisfaction among different hotels. Specific applicable suggestions were at last represented in the context of service quality of hotel front offices.

Key words: Service quality, customer satisfaction, standard operation procedure, front office structure and staffing, business excellence.

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Acknowledgment

We would like to thank those


References: http://erc.msh.org/mainpage.cfm?file=2.2.3s.htm&module=gmt&language=En glish Gronroos, C. (1982). Strategic management and marketing in service sector. Cambridge: Marketing Science Institute, MA.
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