Improving Service Quality in Hotel and Resort
EXECUTIVE SUMMARY
The first chapter of report will explain the purpose of the report and why this report is important. In chapter 2, the service quality will be identified. There are two parts in this chapter: the first part will discuss concept and principle of the service quality and the following part will note the service quality models. Mainly the SERVQUAL model and the Total Quality Management (TQM) will be examined. Then in chapter 3, implementation, the chosen organisation which is the Club Mediterranean (Club Med) will be applied for the service quality model. The last chapter is conclusion of the report and the Appendices will be stated next to reference list.
TABLE OF CONTENTS
Executive Summary ………………………………………………………………..…2p
Chapter 1: Introduction
1.1 Purpose of the Report ……………………………………………………….4p
Chapter 2: Service Quality
2.1 Principles of Service Quality ………………………………………………..5p
2.2 Service Quality Models ……………………………………………………..6p
Chapter 3: Implementation
3.1 Background of the Club Med ……………………………………….………8p
3.2 Steps of Implementation ……………………………………………….……9p
Chapter 4: Conclusion ………………………………………………………………12p
Reference List ………………………………………………………………………..13p
Appendices………………………………………………………………………...…15p
CHAPTER 1: INTRODUCTION
1.1 PURPOSE OF THE REPORT
“Service organizations exist as a function of their customers; service quality then, is the primary survival strategy” (Schneider and Chung, 1993, p.124). Carey (2003) note that the service quality is a subject that permeates every component of the tourism industry. Especially in hotel and resort, the service quality is integral for long term survival. Therefore each company should take the service quality as serious management philosophy and have to adopt theories and models to identify gap between expectation and perception.
CHAPTER 2: SERVICE QUALITY
2.1 PRINCIPLES OF SERVICE QUALITY
Service quality is defined as the degree of excellence intended that meets
The first chapter of report will explain the purpose of the report and why this report is important. In chapter 2, the service quality will be identified. There are two parts in this chapter: the first part will discuss concept and principle of the service quality and the following part will note the service quality models. Mainly the SERVQUAL model and the Total Quality Management (TQM) will be examined. Then in chapter 3, implementation, the chosen organisation which is the Club Mediterranean (Club Med) will be applied for the service quality model. The last chapter is conclusion of the report and the Appendices will be stated next to reference list.
TABLE OF CONTENTS
Executive Summary ………………………………………………………………..…2p
Chapter 1: Introduction
1.1 Purpose of the Report ……………………………………………………….4p
Chapter 2: Service Quality
2.1 Principles of Service Quality ………………………………………………..5p
2.2 Service Quality Models ……………………………………………………..6p
Chapter 3: Implementation
3.1 Background of the Club Med ……………………………………….………8p
3.2 Steps of Implementation ……………………………………………….……9p
Chapter 4: Conclusion ………………………………………………………………12p
Reference List ………………………………………………………………………..13p
Appendices………………………………………………………………………...…15p
CHAPTER 1: INTRODUCTION
1.1 PURPOSE OF THE REPORT
“Service organizations exist as a function of their customers; service quality then, is the primary survival strategy” (Schneider and Chung, 1993, p.124). Carey (2003) note that the service quality is a subject that permeates every component of the tourism industry. Especially in hotel and resort, the service quality is integral for long term survival. Therefore each company should take the service quality as serious management philosophy and have to adopt theories and models to identify gap between expectation and perception.
CHAPTER 2: SERVICE QUALITY
2.1 PRINCIPLES OF SERVICE QUALITY
Service quality is defined as the degree of excellence intended that meets