SERVICE QUALITY OF HOTEL

International Journal of Business and Manegement; Vol. 7, No. 14; 2012
ISSN 1833-3850
E-ISSN 1833-8119
Published by Canadian Center of Science and Education

Service Quality Management in Hotel Industry: A Conceptual
Framework for Food and Beverage Departments
Ala`a Nimer AbuKhalifeh1 & Ahmad Puad Mat Som1
1

School of Housing, Building and Planning, Universiti Sains Malaysia, Penang, Malaysia

Correspondence: Ala`a Nimer AbuKhalifeh, School of Housing, Building and Planning, Universiti Sains
Malaysia, Penang, Malaysia. Tel: [phone]. E-mail: [e-mail]
Received: March 8, 2012

Accepted: May 15, 2012

doi:10.5539/ijbm.v7n14p135

Online Published: July 16, 2012

URL: http://dx.doi.org/10.5539/ijbm.v7n14p135

Abstract
Service quality has been an important subject of research involving food and beverage (F&B) departments of hotels. Despite a substantial number of studies on service quality, the reasons why guests revisit a hotel and why a high-quality service from the F&B department is needed have remained unanswered. This paper aims to review existing literature on service quality management in the F&B departments of hotels, its process, and the effective service quality management framework. This paper discusses famous models, and explains Parasuraman’s dimensional framework of service quality management in the area of F&B and its application to the hotel industry. The conceptual paper suggests application of the dimensional model in the F&B department and encourages hotels to improve its management to better satisfy their guests.
Keywords: service quality, hotel industry, parasuraman dimensional model, food and beverage department
1. Introduction
Hotel management scholars consider service quality a precedent to guest satisfaction. Some experiential studies show that getting a good quality of service from the food and beverage (F&B) department of a hotel is important for many guests (Armstrong et al., 1997;

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