QUALITY MANAGEMENT

ASSIGNMENT

Submitted To: Hima Gupta Mam

Group No.:
Assignment No.:
Submitted By: Sunil Kaushik (14609114)

NATIONAL PAPERS

1.Study of Service Quality Management in

Hotel Industry
Literature Review:
The purpose of this research paper is to determine the service
quality of luxury hotels in Odisha using the SERVQUAL approach.
The delivery of high quality services is one of the most important
and most difficult tasks that any service organization faces due to
its unique characteristics such as intangibility, perishibility,
heterogeneity and inseparability. Service quality is the degree and
direction of discrepancy between consumers' perceptions and
expectations in terms of different but relatively important
dimensions of service quality.
Empirical research has been used to determine the customers
expectations and perceptions of the quality of service, and a
comprehensive scale adopted from SERVQUAL is empirically
evaluated for its usefulness in the luxury hotels of Odisha.
Hotel guests perceptions were measured with a self-administered
questionnaire. The questionnaire was developed on the basis of a
literature review and adopted to suit the specific features of a hotel
setting (Parasuraman, Zeithaml and Berry 1988; Zeithaml et al.
1990; Snoj and Ogorelc 1998; Pizam and Ellis 1999; Markovic 2003).
As a foundation for questionnaire development, the SERVQUAL
model was used. The findings of this research based on observing
the differences between expectation and perception scores of luxury
hotels by capturing the responses from the customers through the
questionnaire. The findings show that they should emphasis on the
service quality antecedents is vital because the dimensions of
service quality play a significant role in the performance of a hotel
as a service sector. It is thus necessary to continuously measure
customer satisfaction in order to assess the service providers
performance.

International Papers
1. Service Quality Management in Hotel Industry:
A Conceptual Framework for Food and Beverage
Departments
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 Parasuramans dimensional framework of
service quality management in the area of F&B and its application to the
hotel industry. 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. There are five
dimensions
of
service
quality,
namely,
tangibility,
reliability,
responsiveness, assurance and empathy. Reliability is defined as the
ability of a service supplier to promptly deliver a good quality of service.
Responsiveness is the agreeableness to help guest by providing
immediate service as soon as a request is received. Assurance is with
consideration to the service quality detention which considerate on the
capability to activate trust and confidence of the product or service
provided. Empathy is the service quality manner that stresses on the
contacting of guests as personalized. Tangibility is the service dimension
that makes a product or service practical and usable for customers. F&B
department in the hotel industry has received considerable attention from
researchers and academics given that this department may help guide the
development of service quality in the entire F&B industry. It can generally
be contested that there are two perspectives to explain Parasuraman`s
model. Firstly, the guests directly gain loyalty from the service quality
dimensions: tangibles, reliability, responsiveness, assurance, and
empathy. When they perceive a higher service quality, they will
ultimately turn into a loyal guest of a specific service quality provided
such as the F&B department, and secondly, guests may have higher
satisfaction level. The application of this model by hotels can bring
success for food and beverage departments to achieve high service
quality which has a direct effect on satisfaction level of guests. As this
paper is only conceptual, future studies may incorporate empirical data
that will be collected from F&B departments in selected hotels in Jordan.

2. Measuring food and beverage service quality in

Spa Hotels
The aim of this study was three-fold: first, to develop an instrument to
evaluate food and beverage service quality in spa hotels; second, to
identify aspects of food and beverage service quality of which customers
had the highest expectations, i.e. the key dimensions of food and
beverage service quality in spa hotels; third, to measure customer
perceptions of the spa hotels in this study and to identify those
dimensions with the largest gap between customer expectations and
perceptions. A self-administrated questionnaire was distributed to 331
customers at four different spa hotels in Balikesir, Turkey. Exploratory and
confirmatory factor analysis was used to identify service quality
dimensions. Cronbach Alpha indicated the reliability of the factors
identified. Customer expectations, perceptions and gaps between
expectations and perceptions for each dimension were measured. Factor
analysis revealed six quality dimensions: assurance and employee
knowledge; healthy and attractive food; empathy; tangibles;
responsiveness of service delivery; reliability. Customer expectations

were highest for tangibles and assurance and employee knowledge.

The largest gaps between perceptions and expectations were for healthy
and attractive food and tangibles. Key dimensions for food and
beverage service quality in spa hotels were identified and a reliable
instrument for measuring provision was developed. This should be applied
by managers on an ongoing basis to evaluate their performance and give
them a better understanding of food and beverage service quality in spa
hotels. The study provides specific information on the performance of
Turkish spa hotels in relation to food and beverage service quality. This
research addresses the paucity of research on customer perspectives of
food and beverage provision in spa hotels and contributes to enhanced
understanding of spa tourists and their expectations and perceptions of
the service quality of food and beverage service quality.