Service Quality in the Hong Kong Disneyland
Executive summary
Background:
Disneyland wants to know visitors’ ideas of what improvements can be made to enhance their satisfaction. For this purpose, Disneyland desires that a quick survey of their visitors be done to elicit their opinions.
Justification:
Disneyland always receive many of complaints for the tourist ,it found that the common problem is cutting in the line and the place & facilities is not enough.
Recommendations:
Disneyland should find out the main problem and rectify, the following we have done a problem from the four main issues and recommendations.
Service Quality in the Hong Kong Disneyland In the Hong Kong Disneyland, the staff's service quality is ideal for visitors holistically, but the minority of staff are unsatisfactory in their working performance and too long working hours while lack of rest for staff. It is concerned for their working problems. Some visitors claimed that they were impolitely treated by the staff in the Hong Kong Disneyland. After that, the company warned the staff and apologized the involved visitors. Of course, the problem is tiny, but it can be improved. Why the staff's service quality are unsatisfactory for visitors? It may be affected from their personal problems or their working arrangement. Besides, their problems make visitors unsatisfactory. The most of employees have to work excessive long hours, usually 10-13 hours; net working hours, and from the company's drive away (about 3 hours), the preparation before work and after work tidying up (about 1 hour), leaving only 7 employees for 10 hours daily of free time. Some of them may feel tired from too long working hours. Although they hope to treat guests sincerely and courteously, burned out, the really powerless and can only force a smile. Many criticisms reflect the chaotic arrangement on human resources and duty - shift schedules. It is too frequent for overnight shift, the minority of
Background:
Disneyland wants to know visitors’ ideas of what improvements can be made to enhance their satisfaction. For this purpose, Disneyland desires that a quick survey of their visitors be done to elicit their opinions.
Justification:
Disneyland always receive many of complaints for the tourist ,it found that the common problem is cutting in the line and the place & facilities is not enough.
Recommendations:
Disneyland should find out the main problem and rectify, the following we have done a problem from the four main issues and recommendations.
Service Quality in the Hong Kong Disneyland In the Hong Kong Disneyland, the staff's service quality is ideal for visitors holistically, but the minority of staff are unsatisfactory in their working performance and too long working hours while lack of rest for staff. It is concerned for their working problems. Some visitors claimed that they were impolitely treated by the staff in the Hong Kong Disneyland. After that, the company warned the staff and apologized the involved visitors. Of course, the problem is tiny, but it can be improved. Why the staff's service quality are unsatisfactory for visitors? It may be affected from their personal problems or their working arrangement. Besides, their problems make visitors unsatisfactory. The most of employees have to work excessive long hours, usually 10-13 hours; net working hours, and from the company's drive away (about 3 hours), the preparation before work and after work tidying up (about 1 hour), leaving only 7 employees for 10 hours daily of free time. Some of them may feel tired from too long working hours. Although they hope to treat guests sincerely and courteously, burned out, the really powerless and can only force a smile. Many criticisms reflect the chaotic arrangement on human resources and duty - shift schedules. It is too frequent for overnight shift, the minority of