Improving customer service quality in hotels

Improving Customer Service Quality in
GIRNE AMERICAN UNIVERSITY
INSTITUTE OF SOCIAL AND APPLIED SCIENCES
DEPARTMENT OF BUSINESS & ECONOMICS
Master Research Proposal
Improving Customer Service Quality in
4–5 Star Hotels in North Cyprus
Student Name – Asif HUSSAIN
Supervisor
Prof. Dr. ERDAL TURKAN
Email: asif_del04@yahoo.com Address:13,Kucuk Medrese sokak Lefkosa
27–01–2011 1. Title: Improving customer service quality in 4–5 Star Hotels in North Cyprus 2. Background
This research will focus on an additive exploration of prior undergraduate research of Hussain,(2011). In 2011
Hussain has researched only 3 star Hotels In Norther Cyprus. This study will incorporate 4–5 star hotels as its
research settings. This will add ... Show more content on Helpwriting.net ...
According to Sohail, Roy, Saeed and Ahmed,2007; Kwortnik , 2005) researchers generally agree that service
quality is not a uni dimensional assemble that reflects whether a firm's customer service is superb or meagre.
Instead service quality symbolizes a combination of factors that determine customers' perceptions about the
offering. Service quality is not objectively measured according to some technical standards but is subjectively felt
by customers and measured relative to customer–determined standards. Thus, service quality is the gap between
perceived service delivered and expected service.
As a result, service quality is defined similarly, "as a comparative function between consumer expectations and
actual service performance" (Iacobucci and Ostrom, 1995; Parasuraman et al.,1985)
Because of economic improvements, a long–term and commonly advantageous relationship between the customer
and the hotel is becoming progressively more important. Companies with satisfied –consumers benefit from higher
margins and consequently greater profits–than do businesses that fail to maintain and satisfy their consumers This
fact has conducted hotels to invest in new ways to improve service quality and the perceived value that hopefully
will lead to better customer satisfaction and loyalty, and thus establish a better relationship quality with each
customer.
(Jones, Mak and Sim, 2007; Barsky and Nash, 2003).
Knowing what represented service quality,
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Report On Service Quality Of Auckland City Hospital
Individual Assignment Tutor name: Balakrishnan Nair Subject: Management in service delivery system Course:
DHSM–7 Student name: Barot Niranjan Topic: Service Quality Report on service quality of Auckland City
hospital I am Barot Niranjan, administrator of health service of Auckland City hospital. Our CEO of Auckland
City clinic, enthusiastic about enhancing nature of service so I will give you comprehension of significance of
giving administration nature of consideration to accomplish consumer loyalty and client dependability. Meaning of
service quality By method for service quality is to individual fulfilment and at the same time change of nature of
service quality. It comprise of roll out improvements to constant change to accomplish great services of our
association to satisfy consumer loyalty alongside due admiration. It comprise of different measurements like
tangibles, unwavering quality, responsiveness, confirmation, sympathy are critical to improve service quality for
association. In a healing centre, it is exceptionally fundamental to give legitimate arrangement of treatment to offer
consideration to the patient, best case scenario quality. All the restorative staff including specialists, attendants and
administration staff ought to working all together and give their sound information to accomplish palatable
consideration to patient from doctor 's facility. Commonly patient needs to sit tight for a line. In this kind of
conditions, service of

The Relationship Between Market Orientation And Service...
Researchers have suggested that mangers have understood the marketing concept too late and survival of service
organization was in danger due to changes in environment which brings so many hurdles in retaining the
relationships with customers (Fisk 1994). Though market orientation and service quality has a positive correlation
with the good performance of business organizations, but there is always a question in front of managers that on
the basis of these two constructs i.e. market orientation and service quality, whether the service heal the grievances
of customers in the market. Through these two constructs i.e. market orientation and service quality, managers in
service organizations provide good services to the customers according to their ... Show more content on
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This activity may be possible through proper service quality management and by paying more attention towards
the development of strong market orientation construct. Organization may enjoy more profits if managers
understand the necessity factor associated with the demand of customers and provide services according to those
needs. And also get proper understanding about the culture through which most of the customers influenced. If the
managers fail to provide services according to the necessity and culture of the customers, then each and every
effort would go in vein.
According to Voon (2006), the organization who has provide services without doing much research through market
orientation has less impact on customer satisfaction and customer loyalty as compare to the organizations who
provides service–driven market orientation. Another researcher also deduce that the there is always very strong
relationship between market orientation and service quality. The company which provides their services to the
customers after doing proper market orientation, their performance in the market will improve and the company
earns huge reputation among the

Quality Model: Parasuraman's Model Of Service Quality
A Conceptual Model of Service Quality
This Parasuraman, Zeithaml and Berry (1985) model shows factors that influence customers' expectations. These
factors include word of mouth communication; personal needs; past experience and external communication to
customers (Figure 3.1). All these factors create the desire for service in the customer's mind which is fulfilled
through consumption of the desired services. This is followed by comparisons between the service encounter and
the expectations that the customer had in order to assess the quality of service.
Source: A Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, "A Conceptual Model of Service Quality and
its implications for Future Research", Journal of Marketing, Fall 1985 p44.
From Parasuraman's model, there are many interrelated factors which determine the service quality. The model
shows the relationship between customer expectations and perception. It outlines five stages (gaps) ... Show more
content on Helpwriting.net ...
Dimensions considered to be important by customers for any particular service have smaller zone of tolerance than
others, thus reflecting less customer willingness to relax service standards. According to Berry (1991) study,
customers value reliability above all other dimensions. Reliability concerns the service outcomes hence the core of
service. It is for this reason that reliability has a narrow zone of tolerance than the other four dimensions which
relate more to the service process (that is how the service is delivered. It is important for service companies to
manage expectations effectively by managing the service promises they make, by dependably performing the
promised service, and by effectively communicating with customers if they are to deliver reliable services to their
customers and succeed in

Definition Of Quality Service And Service
Table of Contents
Our Mission Mission Statement Definition of Quality Service
Hospitality vs Service
Customer Service Basics Introduction of Customer Service
How to Achieve Outstanding Customer Service The First Impression Steps for Attaining Superior Quality of
Service Service Personnel Etiquette (Do's & Dont's)
Dealing With Difficult Customers Communicating With Unsatisfied Customer Solving the Customers Problem(s)
Management Managing Change Managing Conflict
OUR MISSION
Mission Statement
Choice Hotels' mission is to set new standards for the nations expectations of the hospitality industry. We plan to
continue to expand and grow our reputation as one of our nation's most respected hospitality management
companies. ... Show more content on Helpwriting.net ...
It is the customer! The customer is the person who pays everyone's salary and who decides whether a business is
going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on
down, and he can do it simply by spending his money somewhere else. Literally everything we do, every concept
perceived, every technology developed and associate employed, is directed with this one objective clearly in mind
– pleasing the customer."
–Sam M. Walton, CEO Wal–Mart
How to Achieve Outstanding Customer Service
The First Impression
Leaving a good first impression on our guests is very important to Choice Hotels. Sales people know that their
success and livelihood is dependent on how their potential customers perceive them in the initial 30 seconds of
interaction. Outstanding salespeople know how to create an instantaneous rapport with their potential customers.
Customers alike will then follow their advice and buy our product and services. The reality is that we prefer to do
business with people whom we like and trust. First impressions are the key to creating confidence and trust in the
customer.
As the old saying goes: "You will never get a second chance to make a first impression." This is the reason why

the first impression is extremely important to Choice Hotels, because it can set the tone for all of our future
transactions.
Here are a few ways of generating positive

Benefits Of Supplying Quality Customer Service
Introduction
The benefits of supplying quality customer service are well documented for creating value for the business.
Customer service leads to profitability and brand reputation (Armistead and Clark, 1992); Quality customer
service leads to higher levels of competitiveness (Chan et al. 2005); Quality customer service reduces costs and
boosts profitability (Crosby, 1980); and quality customer service increases customer retention and improves brand
image (Stamatis, 1996).
Therefore, it is obvious that a quality understanding of customer service can add substantial value to a business.
Venkatraman and Ramanujam (1986) briefly incorporate this notion with business size by adding that size and
growth are typically used as a precedent for evaluating business success. Conversely, Lash (1989) challenges this
by explaining that small and large, profitable and unprofitable companies offer good and bad customer service.
These conflicting concepts form the basis of the investigation into, at what point does customer service strategies
diverge depending on the size or growth of the business? In approaching this question, forms of business size and
growth and various aspects of customer service need to be defined. It is common knowledge that there are many
ways to measure the size or growth rate of a business depending on the complimenting independent variables.
However, the measurement of customer service comes with more complexity. This is due to service quality being
difficult to

Manage Quality Customer Service
HQCS: Manage Quality Customer
Service
Student Guide
BSBCUS501A: Manage Quality Customer Service
Elements of competence
Plan to meet internal and external customer requirements
Ensure delivery of quality products and/or services
Monitor, adjust and review customer service
1
BSB51107 Diploma of Management
_____________________________________________________________________________________________
Module description
This module covers the skills and knowledge required to advise on and carry out customer service strategies and to
evaluate those strategies on the basis of feedback and design for service improvement.
Learning outcomes
Students will, upon successful completion of this unit understand the needs of both ... Show more content on
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Your Customer Service Plan should include:
A vision and mission that refers to internal and external customers
Product standards that include: o dimensions
o
tolerances
o
pricing
o
material
o
delivery

Policies and procedures for: o identifying customer needs that conform to the RATER model
o
responding to customer complaints
o
obtaining customer feedback, including a feedback questionnaire
o
updating the plan that includes:
–
contingency changes due to unforseen events
– routine reviews with no more than annual intervals.
All policies and procedures should:
Be clear and unambiguous
Be realistic and achievable
Contain prescriptive instructions for realistic scenarios
Contain decision trees and / or flow diagrams.
Your assessor will be looking for a plan that:
Is clearly written in plain English
Is easy to navigate
Has correct spelling and grammar
Contains sufficient evidence to meet the outcomes listed above
Shows consistency in the use of: o fonts
o
bullets
o
headings
Has any charts and tables produced.
HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010
Page 4
BSB51107 Diploma of Management
_____________________________________________________________________________________________
Assessment Task 2
Responding to Customer Complaints

Quality Of Service : Wireless And Cellular Networks
COEN 331 Summer 15
Nishant Bochare W1165712
Quality of service in Wireless and Cellular Networks
A report by Nishant Bochare
Santa Clara University
Submitted to
Dr. Keyvan Moataghed
Audience
Audience for this topic can be the anyone who has some basic knowledge about networking. This Document
provide detailed information about quality of structure (QoS) in wireless networks and cellular networks.
This document contain overview of QoS and several enhancement and schemes for QoS. The reader for this
document can be student, researcher, technician and working employe in networking related field.
INDEX
1. Introduction 3
2. Definition of QoS 5
3. QoS overview and Background 5
4. QoS Guarantees 7
5. QoS network architecture 8
6. Applications Requiring QoS 9
7. User Perceived Quality 10
8. QoS Scheme 10 8.1 Challenges of Wired QoS 11 8.2 Wired QoS Schemes 11
8.2.1 Integrated Services (IntServ) 11
8.2.2 Differentiated Services (DiffServ) 11
9. QoS Limitation of IEEE 802.11 MAC 12 9.1 QoS limitations of DCF 12 9.2 QoS limitations of PCF 13
10. IEEE 802.11e 13
10.1 Enhanced Distributed Coordination Function (EDCF) 14
10.2 Arbitration inter–frame spacing (AIFS) in 802.11 15
11. IEEE 802.16 16
12. INSIGNIA 16
13. Cross–layer Scheduling

The Problem Of Blossoms Service Quality
Analyse the problem of Blossoms service quality And its solutions
1. Introduction
Blossoms Garden Centre is a gardening business which was established in the mid 1960's in Glasgow and
expanded with diversified products and services after 1990 (PMM, 2015). Due to the revival of gardening as a key
feature after the Second World War in the UK, a great reputation had obtained by its knowledgeable staff, wide
range of the plants and minor competition in the local market at the beginning. Numerous larger chains emerged
with diverse facilities and products followed by the market changes in order to gather benefits. For the sake of
survival, Sales, Cafeteria, and the Hire Branch were developed by Blossoms for additional services with a series of
loans (ibid). However, some problems have arisen as a result of the falling profit from £507,579(2013) to
£386,952(2014) in the process of its development. Based on the feedback of the customer and the staff, the main
problem for this business is the downgrade quality of customer service. This essay aims to investigate and search
for solutions for this problem. It begins by the causes of this problem and then critically examines the solutions
which could be divided into two parts: staff motivation and operations management. Finally, some
recommendations could be provided for this enterprise.
2. Causes for Blossoms Recession
There are two causes for the downturn of Blossoms service quality: financial pressure and ineffective
management.

Edward Deming's Improving The Quality Of Service Quality
Edward Deming contributed to the success in improving the quality in the workplace. His ideas became the
framework and foundation of different organizations, businesses, and institutions. All of them envision to serve
their customers as best as they can and give the kind of service that will increase productivity. According to
Deming, "A system is in harmony when subsystems are not in conflict with one another." Based on this statement,
everyone in the workplace must have a good foundation, working harmoniously, and try to reach out the goal of
their organization to give the best service that they can render to their customers. Along Dewing's teachings about
the quality of services, there are other factors that help in maintaining the ... Show more content on
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Third, for opportunities, these are the elements that will help some improvement and changes to the system such as
new trainings and workshops for the staffs and more staff involvements in and outside the laboratory. Lastly for
the threats, these are the internal and external sources of competitions like turnaround time, unhappy patients and
opposition to change.
These criteria will help the laboratory and the staffs to formulate their strategies and the quality of their services.
After formulating the SWOT analysis, the supervisor and the head department can use the lean six sigma project to
solve their problem. This system uses the Define, Measure, Analyze, Improve and Control (DMAIC) Framework
and also focuses on eliminating wastes and non–valuable work in time and resources. According to Sadyadi, "The
application of Lean Six Sigma in the clinical laboratory has proven to be beneficial by enhancing quality services
and meeting regulatory requirements that specifically identify the need for adequate work space and reduction of
laboratory errors" (Sadyadi 2013). This statement describes that using strategies in the clinical laboratory will help
to increase the type of services they render for customers' satisfaction. Using a strategy like the lean six sigma
helps them to create the appropriate action to solve their existing problem. The supervisor can watch the video
from the last two months to see the existing problem that they

Service Quality And Service Performance
Traditionally, Service quality can be portrayed as the result from client comparison between their assumptions
about the service they will use and their insight about the service company. That implies that if the insight
recognitions would be higher than the desired the service will be considered as fabulous, if the desires rise to the
insight observations the service is viewed as great and if the desires are not met the service will be viewed as
awful. For a service to be considered as good the organisation is required for making customers satisfied and
service quality should be associated with customer perceptions and expectations. (Carlsson, 2010)
Service Quality as described by (William G. Zikmund, 1993) "is the degree to which the performance of service
provider's matches customer expectations. It can also be defined as those essential characteristics of a service that
measures its excellence".
Researcher's trust that the service quality theory depends on the literature of client satisfaction and product quality.
In other words, service quality can be defined as the customer's overall journey of experience with the product,
which can be measured by customer satisfaction while experiencing the service.
The two major components of service quality are
1. Technical Quality of a Service– This component of service deals with what is the product that is delivered or
served to the customer. All the physical characteristics involved in service delivery come under

Network Performance Quality Of Service Project Report
The aim of this project is to investigate and implement a standardised way to monitor and improve quality of
service for a user with devices connected to the internet of things. Although there are several papers referring to
the need for this, any implementation has been on an ad–hoc bases for specific devices/issues and not rolled out as
a standard approach.
The approach this project is taking is to implement an algorithm which will monitor a network and work to
improve its quality or service through different protocols. It will not be specific to just one application and the end
goal would be the algorithm working with all types of IoT devices and handle a range of issues. 2. The Problem
Network performance Quality of Service (QoS) ... Show more content on Helpwriting.net ...
It is therefore interesting that this area remains to be unstandardized today.
The researcher in this paper proposes that the problem is responded to by a "QoS architecture based on IoT layered
structure. This architecture sets QoS agent in lower layers then transmits QoS requirements, trying to guarantee the
consistency as well as effectively use the existing QoS mechanisms in every layer."(Duan, Chen and Xing, 2011)
Other research suggests that the integration between IoT and other technologies such as Cloud Computing is "in its
infantile phase and it has not been extended to all application domains due to its inadequate quality of service
architecture." (T, S and A, 2015) . We see here the lack of QoS in the IoT also has an impact on the future and
extendibility of the IoT. Within this area of QoS, which continues to be actively researched, there is still a gap in
any currently available solution. This project aims to contribute to this gap.
3. The Proposed Solution
The proposed solution is to develop a protocol, a set of rules, to monitor application performance and the real–time
state of the network in the Internet of Things (IoT). The objective of this ruleset is to achieve Quality of Service
(QoS) from the network perspective and Quality of Experience (QoE) from the user perspective. This ruleset will
support a range of devices and applications in the IoT. There will also be consideration taken into

Service Quality Of English Islamic Banks
Abdullrahim (2010) in her dissertation titled "Service Quality of English Islamic Banks" used a qualitative focus
groups research methodology as a primary data collection, which is closely related to the methodology I will
propose to use in my study. Abdullrahim (2010) used a mixed methodology of qualitative (focus group) and
quantitative (questionnaire) to conduct the study. A modified service quality model (SERVQUAL) was used to
measure the quality of service in Islamic banks in the United Kingdom (UK). The quality service model can be
described as a degree and direction of the difference between customer perception and customer expectation. The
researcher stated that Islamic banking in the UK, "Britain has the most active and developed Islamic banking
sector in the European Union and is leading the way for Islamic banking in the west" (Abdullrahim, 2010, p. 1).
The researcher focused on Muslims in the UK and what are their perceptions and evaluation of service of the
quality of Islamic banks in the UK. The researcher studied Islamic banks in England because there are millions of
Muslims who lived in the UK and banks started to offer Sharia products (Abdullrahim, 2010; Hanlon, 2004).
Abdullrahim conducted the focus group in two stages. First, "Eight focus group discussions were conducted with
36 Muslims" (Abdullrahim, 2010, p. 11). Second, "a pilot study, questionnaires were distributed by hand to
Muslims in 10 cities" (Abdullrahim, 2010, p. 11). Abdullrahim asked open

Quality And Quality: What Is Service Quality?
WHAT IS SERVICE QUALITY?
Quality is a driving force for improved competitiveness, customer satisfaction and profitability (Edvardsson,
1992). As for service quality, e.g. American Marketing Organization defines it in two ways: first, it is an area of
study that defines and describes how services are delivered so thatthe service recipient is satisfied; second, high
quality service is a delivery of service that meets and exceeds the expectations of the customers. Parasumaran et al.
(1985) state that service quality is defined by the customer evaluation of service outcome and service process as
well as a comparison of customer expectations with service performance. Hence, service quality can be thought as
the fit between current service level and customer expectations. Park et al. (2004) define service quality as a
consumer‟s overall impression of efficiency of an organization and its services. Thus, customer satisfaction is a
judgment made based on a specific service encounter. Chen & Chang (2005) suggest that service quality is a
process. ... Show more content on Helpwriting.net ...
Parasuraman et al., (1985) proposed that service quality is a function of the difference between expectation and
performance along all the quality dimensions. Customer perceptions of service quality are influenced by five
socalled

Essay On Service Quality
2. Chapter 2 – Theoretical Background
2.1. Introduction
This chapter covers the theory for the concepts of service quality and service excellence and lays a foundation for
Chapter 3 – Literature Review. The chapter begins by reviewing the concept of service quality and the related
concepts such as service quality expectation, service performance and service outcomes. Then the concept of
customer satisfaction as an outcome of service delivery is discussed.
2.2. Service Quality Concepts
The concept of quality have defined in terms of goods or products by the older literature. Because goods are
tangible, their quality can be viewed in terms of the, functionality which is dependent on their manufacturing
processes. Parasuraman et al (1985) argues that the knowledge about goods is not enough to fully understand the
concept of service quality (Parasuraman et al., 1985). Services on the other hand are intangible, hence firms finds
it challenging to measure and evaluate their quality as perceived by customers. Service are performance base
rather than objects they cannot be counted, measured, inventoried, tested and verified before sales in order to
assure quality. This leads to challenges in understanding customers perceived service quality. Secondly services
are is heterogeneity. This means that service ... Show more content on Helpwriting.net ...
More focus has been on driving service quality outcome from the mere customer satisfaction to customer delight
and archiving service excellence as the competition in service industries is rapidly growing. The initial study on
customer delight suggest that high levels of customer satisfaction will eventually lead to customer delight in the
following sequence; arousal ⇒ pleasure (positive affect) ⇒ delight sequence (Oliver et al., 1997). This study
revealed that customer delight and customer satisfaction have different effects on customer repurchase

The Service Quality Program For Blue Mountain Resorts
Introduction
"Dave Sinclair vice–president of human resources at Blue Mountain Resorts, on December 2, 1999, was looking at
his service quality program by introducing three new proposals to the company executive team on Monday
December 5th" (Analysis of the Case, Campbell). "Blue Mountain had been using the service quality program for
the past nine years, and has improved their service rated by the customers every year. The three proposals that
Dave is reviewing are ways to enhance the customers experience at Blue Mountain Resorts by making it easier to
navigate and reduce stress" (the BMR official cites). As Dave analyzed the three proposals he saw that they were a
very logical continuation of the service quality program that he ... Show more content on Helpwriting.net ...
In 1999 Blue Mountain had is second best year in terms of attendance, with 415,920 visits" (the resort official
cites). For Blue Mountain to run efficiently is a very labor intensive. The first touch point for most customers is
the call center; this is where reservations, directions, tee time, equipment rental and questions are answered. The
facility has eight food service facilities, a conference center for large meetings, three retail shops, a day care
facility, and three rental and repair shops. To keep the ski runs at their peak, they have to groom them every day,
and make snow when needed. BMR has also implemented a number of systems to help skiers while at the resort,
including electronic message boards to inform guest of open lifts and waiting times in line. BMR also has
mountain guides on the slopes to help answer questions, along with ski patrol to also help answer questions and for
medical assistance. With all these different operations working simultaneously together, it was easy to lose track of
the number on goal which is servicing the customer. This is exactly what Dave Sinclair came upon when he first
joined Blue Mountain in 1991. At this time BMR had developed a reputation for long line and poor service. This is
when Dave started to implement the Service Quality program. In taking the focus off revenue growth and facility
expansion and had to redefine what value they wanted to give the customer.

Management Of Quality Customer Service
Management of Quality Customer Service
In any business the customer is the most important component. The customer numbers and frequency determines
the company 's profit and loss. The number and frequencies of a customer are dependent on the quality of goods
they get from your business while in the service industry, it is all about good customer service. Good management
of customer service leads to customer loyalty.
The management of good customer service involves the following;
Making the quality the norm
This process entails making sure that the customer service staffs go the whole way to make sure that they help the
customer in the best of their ability.
Honesty and politeness
The virtues politeness and honesty should always be ... Show more content on Helpwriting.net ...
All the efforts done to improve the quality of service provided ranges from the reduction of time from when the
customer comes in the Centre to the moment he or she leaves.
Another important aspect is how the customer is handled at each step of the whole procedure. For example, from
registration, the customer is given a personal assistant who, depending on his condition, will push him in a
wheelchair or guide him to the diagnostic room. This is a value adding tactic in that it saves a lot in the time taken
from one stage to another and also makes the patient the most vital part of the whole process. This action creates a
good rapport between the patient and the staff, especially the customer service staff.
Follow–ups
Another important whether the customer service staffs always do a follow up on the patient, regardless of their
conditions. These shows the Centre 's sincere concern and overall well wish to the customer. The customer
service–people do this by making phone calls, sending text messages reminding the patients about their
appointments, and when to visit for checkups.
Setting Up Achievable Goals
In the medical Centre, customer service serves as a department which has set its goals. These goals are set not to
act as a mode of punishment and to motivate the customer service staff. As each member strives at their level best
to serve every customer, they act to the best of their ability, increase the value of quality offered, and

Disadvantages Of Service Quality
Quality as one basic dimension of competitive priorities is very important for companies, although different
functions such as manufacturing, marketing and engineering have different views of quality definitions, Garvin in
1987 clarified a framework of quality which includes eight dimensions, performance, features, reliability,
conformance, durability, serviceability, aesthetics and perceived quality (Ward, et al, 1998). Definitely, companies
could choose different one or more above dimensions strive to develop quality to be competitive priority.
For different types of companies, quality might refer to quality of products or quality of service. Compares with
quality of products, service quality is much more difficult to measure because service is intangible and acts and
processes only existing in time. In addition, service has unique characteristic which cannot be found in products,
such as customer influence, inseparability of production and consumption, heterogeneity, perishability and labor
intensity (Nie & Kellogg, 1999). Even though, there are still many practitioners and academics are keen on
measuring service quality because it has already emerged as a key strategic issue. Companies want to better
understand service quality, and to establish methods for improving quality to achieve competitive advantage and
build customer loyalty (Abdullah, 2006). Based on the importance of service quality, an increasing number of
literatures and companies pay attention to measuring

Service Quality Hospitality
MANAGING SERVICE QUALITY IN HOSPITALITY INDUSTRY THROUGH MANAGING THE 'MOMENT
OF TRUTH': A THEORETICAL APPROACH Deborah Christine Widjaja Lecturer, Hotel Management Program,
Faculty of Economics, Petra Christian University Email: dwidjaja@peter.petra.ac.id Abstract: Hospitality industry
is one of the service businesses that pays so much attention to service quality as it is the main intangible product
that it produces. This short article examines how to manage service quality in hospitality industry through
managing the 'moment of truth' or service encounter. The analysis is done by referring to some problems and
challenges in managing service encounters. The results of the analysis show some important points to consider
when managing ... Show more content on Helpwriting.net ...
The functional quality is how a customer receives the service and how he experiences the simultaneous production
and consumption process. All the tangibles will create the technical quality but the intangibles will generate the
functional quality. For example in a restaurant setting, the delicious food served to the guest is the technical quality
of a service; while how the guest is treated and served by the waiter is the functional quality. Both of them give
influence to the customer in perceiving the service quality. Very often the service provider who performs better in
functional quality will gain competitive advantage when most of service providers provide relatively the same
technical quality. SERVICE ENCOUNTER OR "MOMENT OF TRUTH" The term service encounter and
'moment of truth' are used interchangeably when discussing the period of time where customers interact directly
with a service. As it is stated by Lovelock (2002) that 'moment of truth' is "a point in service delivery where
customers interact with service employees or self–service equipment and the outcome may affect perceptions of
service quality" (p. 55). In the 'moment of truth', a careless mistake by an employee, a rude behavior or an
unanticipated request by a guest can result in a dissatisfied guest (Kotler, 2003, p. 353). It is the crucial moment
for service provider to influence customer perception of service quality. For example, a hotel guest may experience
several service

Service Quality Of The Hotel Industry
Throughout this research chapter, the identification of the service quality in the hotel industry will be analyzed
through the reviews of the past literature on the hotel information in Kuala Lumpur and Klang Valley.
The establishment that will be observed and considered for this specific research will be according to the overall
service in the hotel industry in the golden triangle of Kuala Lumpur. This chapter outlines and defines the concept
of service quality along with the measurement of the service quality method, the differentiation between guests
expectation and perception, customer satisfaction in the hospitality industry as well as the gap model that is used
by parasuraman&al. on foreign and local past articles that are also related to this study.
2.1 Service Quality
Service quality is not objectively measured according to some technical standards but is subjectively felt by
customers and measured relative to customer–determined standards (Kwortnik, 2005). Hence, the service quality
is the gap between perceived services delivered and expected service.
Service quality is defined as the ability of how well a delivered service conforms to the client's expectations.
Service business operators often evaluate the service quality provided to their customers in order to not only
improve their service but also identify problems quickly. In addition, to better assess client satisfaction
(parasuraman et al.,1988) interpreted service quality as the gaps between

An Exploration of the Components of Service Quality
Literature Review
Service Quality
The initial efforts of defining and measuring quality have primary focused on goods since the end of 1970s (e.g.,
Clark et al, 1987; Garvin, 1984). Crosby (1979) described goods quality as to reach or exceed standards. Garvin
(1983) suggested that goods quality could be evaluated by the incidence number of failures which occur either
before a product leaves the factory or after a unit is set up in the field. Compared with the discussions on goods
quality, service quality had been explored rarely then (e.g., Sasser, Olsen & Wyckoff, 1978; Gronroos, 1982;
Lewis & Booms, 1983).
Parasuranman et al (1985) is one of the cornerstone studies of service quality, which gave the definition of service
quality as the discrepancy between customers' expectation for service and their perceptions of service performance
they receive. The three authors further developed a comprehensive measurement set of service attributes called
SERVQUAL. An appliance repair and maintenance firm, several retail banks, a long–distance telephone provider,
a securities broker, and credit card companies. ERVQUAL is a 22–item scale which measures service quality from
five perspectives; reliability, responsiveness, assurance, empathy, and tangibles (Parasuraman et al, 1988).
SERVQUAL has been widely used as criteria of evaluating service quality (e.g., Reidenbach & Sandifer–
Smallwood, 1990; Tan & Pawitra, 2001; Markovic & Raspor, 2010). Zeithaml et al (1990, p. xi) applauded

How to Measure Quality of Service
Study design
In this field study, data on the independent variables and dependent variables were collected from consumers
above 21 years old in several shopping malls through short questionnaires drafted specifically for this analysis.
Population and sample
The population for this study comprised of consumers who had experience any form of service in the shopping
mall. A systematic sampling procedure was first used to scale down the size of the study to 100 and thereafter
remove erroneous data. Then, through a simple random sampling procedure, select 40 data from each of the
following age group for this study; below 35 years old, 35 years and above but below 50 years old, and 50 years
old and above. Total sample size is 120 and 120 of the short questionnaires were consolidated for analysis. The
unit of this analysis was the individual consumer who is above the minimum age specified above, and had
responded to and completed the short questionnaire without error.
All respondents are expected to have experienced a form of service from a shop, restaurant or supermarket in a
shopping mall. All respondents are also expected to have experience a service from the shopping mall, which they
participate in the questionnaire. Numbers of respondents from each age group were predetermined to avoid
biasness in data.
Variables and measures
All demographic variables such as country and city of residence, age, gender, education level, occupation, religion,
average number of hours spent

Essay On Service Quality
Service Quality Service quality is a comparison of expectations with perfomance. A business with high service
quality will meet customer needs whilst remaining economically competitive. The best way to measure the user
satisfaction is to assess the relationship between customer satisfaction and service quality. Service quality has
different definitions. To what extent a service meets customers' needs or expectations is called service quality.
Service quality is the difference between customers' expectations of service and perceived service (Parasuraman,
Zeithaml, and Berry, 1985). ... Show more content on Helpwriting.net ...
The relationships between the service events, the customer's prior and post perceptions, and perceived and actual
quality of delivered service all jointly determine the success or failure of generating value (Grot and Dye, 1999).
The customer value hierarchy suggests that desired value is composed of a preference for specific and measurable
dimensions; the attributes, attribute performances, and consequences linked to goals for use situations. Desired
value, in turn, guides customers when they form perceptions of how well or poorly a product has performed in the
use situation. That is, they evaluate use experiences o n the same attributes, attribute performance, and
consequences constructed in their desired value hierarchies. Customer value is the difference between the values
the customer gains from owning and using a product and the cost of obtaining the

Customer Orientation Of Airport Service Quality
Introduction
The aviation industry is one that is consistently changing and the demand in air travel is on the rise. With the rise
in air travel, airports need to be able to handle the traffic. But the problem is that service quality in an airport
declines when the airport has reached its design peak hour or even exceeded it. This simply means the airport
cannot handle the amount of passengers it has thus customer satisfaction decreases.
Today 's air travelers have meaningful choices among airports and there is an increasing urgency among airport
marketers to differentiate themselves by meeting the needs of customers better than the competition. While
passengers ' perception of airport service quality is only one of several variables (e.g. routes, scheduling, location
and prices) that contribute to overall airport attractiveness, it is nevertheless an important variable because of the
increasing importance of a customer orientation to competitive advantage in this industry.(Fodness & Murray,
2007)
Solving it would result in a more efficient airport which can reduce the amount of delays at an airport whether is
from aircraft landing or taking off or passenger traffic within the terminal thus giving the airport an advantage over
the competition by becoming a preferred airport.
Literature Review
Airports are a place where passengers encounter a bundle of tangible and intangible services in what Bitner (1992)
has characterized as an "elaborate services cape". The

Questions On Quality Customer Service
Question #1: In this section you were told that customer service relates to the level of service an organization
offers to its customers. The title of this Module is "Manage Quality Customer Service." What does "quality
customer service" mean?
Reflecting upon a customer service situation, recognizing and responding to a client's concern to best meet their
needs of a customer. It means I need to be creative and flexible in being innovative working out situations, my
main objective is to make sure the clients need are met through my services.
Question ... Show more content on Helpwriting.net ...
2) Why do you think the legislation and codes of practice mentioned at the bottom of the policy manual for
Innovative Widgets are relevant?
The company is to be familiar with and be in line with the legislation and the business code of conduct. This is a
convenient way to understand the relevant Act into the required legal Acts.
Question #7: Using the customer service policy plan for Innovative Widgets, what are the obligations of an
employee when dealing with a customer enquiry or concern?
It is my duty to recognize and to respond to the specific needs of our clients by providing quality service. I need to
be creative and flexible when resolving their concerns that best meet their needs. The client/customer needs to feel
and see my best effort to providing proper service swiftly. I will get trust from the client from my actions.
Question #1: In this section you were told that customer service relates to the level of service an organization
offers to its customers. The title of this Module is "Manage Quality Customer Service." What does "quality
customer service"

Literature Review On Quality Of Service
2. LITERATURE REVIEW
2.1 Quality of Service
The quality of service is the ability of the company to provide something that is beneficial to the customer and can
deliver something that is in line with the customer's expectations so that it will create a feeling of pleasure and feel
comfortable to the customer (Ali Hasan, 2004: 91; Parasuraman, Zeithaml, and Berry in Muhammad Adam (2014:
13), Tjiptono (2001: 165) in Ni Made Sugiarthi, et al (2012))
2.2 Dimensions and indicators of Quality of Service
From the results of the study theorists using the following dimensions and indicators:
1) Reliability
(TIM MarkPlus, 2009: 11–13; Ali Hasan, 2010: 92; Zeithaml et al in (Umar, 2003: 8) and Kotler (1997: 93);
(Philip Kotler (2002: 93) in Erwin Nurjadin 2008: 11); Lupiyoadi (2008: 182) in Diogenes Saputra (2013: 3)) The
Indicators of Reliability are 1) accurate (consistent and conscientious) service; and 2) Service in accordance with
the promise, immediate and satisfactory (TIM MarkPlus, 2009: 11–13; Ali Hasan, 2010: 92; Freddy Rangkuti in
M. Nur Rianto Al Arif, 2012: 221–222)
2. Assurance
(TIM MarkPlus, 2009: 11–13; Zeithaml et al in (Umar, 2003: 8) and Kotler (1997: 93); Lupiyoadi (2008: 182) in
Diogenes Saputra (2013: 3)). The indictors of Assurance are 1) fostering trust (Courtesy (courtesy, attention and
attitudes), mutual understanding, (knowledge, and skills (professional skills / competencies): For example in Riba,
speculation, partnering, world orientation and hereafter 2)

Why Quality Of Service Is Important For The Success Of...
essay will explain why quality of service is important for costumers that results in success of companies.
Competitiveness in a business area is hard in reason that there are many different companies. In addition, quality is
relevant to keep costumers and results in loyalty costumers.
Introduction:
Area of business is putting effort into customers' needs and creating strategies for the success of companies.
Competitiveness in a business area is known as the center of success or failure of companies. According to Bolton
and Drew (1991) service quality is a function of the level of satisfaction, or lack of consumers, also current level
of a company's service performance.
Competitiveness is the basis of success or failure of a business. ... Show more content on Helpwriting.net ...
The services offered by industries are increasingly valued by clients for two reasons that good prices and products
are not sufficient to meet the demands of a commercial transaction.
Competition makes some factors essential such as the speed of delivery, product availability as well excellence in
service or quality of products, and good customer service, as well as reducing costs and prices to increase
companies' competitiveness in the world market.
The release of new products and quality of service or product are two main important questions in the markets'
world related to competitiveness. These both reasons are normally known as Product evolution. According to
Abernathy (1983) the fundamental issue of Product evolution represents a competitive in the end of 1980 and
1990. Furthermore, Garvin (1988) says that is a competitive advantage of Japanese manufacturing comes from the
way the products are designed, developed and improved. In this competitive environment, characterized by intense
competition level overall, the emergence of fragmented markets and consumers increasingly more demanding and
sophisticated, and more rapid technological change, diversified and manufacturing, companies are subject to
constant pressures to improving the quality of products.
According to Georghiou (1986) the incremental improvement of products existing and generations of alternative
products is as important as the breaks technology and the launch of new products.
In addition,

Gaps Model Of Service Quality
Aaron Klinger, MD (Chief Resident, Medicine)
Gaps Model of Service Quality Dr. Klinger, the Chief Resident at the Metro Hospital, just bought a house and is
expecting a baby soon. His most difficult patient is his moody pregnant wife. He is also teaching rounds to resident
doctors at the hospital. Dr. Klinger was aware of patient non verbal cues and appeal to the emotional needs of the
pregnant patient, Lila Gonzales. This behavior closes the listening gap. Gaining trust is important to patient care,
patients are more likely to open up to providers if they know that they are not going to be judged. When Mr.
Collins, patient with alcohol withdrawal, had some concerns about his work, Dr. Klinger used honest and
compassion to create open communication instead of being blunt. He also listened to Mr. Collins' complaints and
guilt–ridden admissions. This closes the listening gap. He learned to recognize his individual patient's needs.
Clearly there is a service design gap at the Metro Hospital because Dr. Klinger does not even have time to sit down
and eat. Metro Hospital should hire more physicians to meet the demand of the patients. Before performing a
lumbar puncture, Dr. Klinger rush through the explanation using terms the patients cannot understand. His busy
schedule has affected his service delivery and performance negatively.
Dimensions of Quality
During Klinger could not remember the name of the nurse because she was not wearing any name tags. It is
important for

The Influence of a Hotel Quality of Service and Image and...
I. Statement of Problem
Hospitality and tourism have evolved into truly global industries are dispersed worldwide. Due to changes in
lifestyle, the services offered by hospitality businesses are now considered to be necessities. Consequently, during
the past decade, there has been an exponential growth in hospitality businesses to meet the demands of the
growing market. Today, hospitality organizations are faced with intense competition. Hence, in the scheme of
business, it has become apparent that the ultimate goal of any organization in a hyper– competitive market, is to
maintain a loyal customer base. It is essential for any hospitality organization to seek opportunities to gain a
competitive advantage by adopting various ... Show more content on Helpwriting.net ...
In a practical context, this knowledge assists hotel managers to develop creative strategies to nurture and to
maintain customer loyalty from both existing and prospective customers.Thus, discussions on the
interrelationships between service quality, corporate image, and the mechanism by which they jointly influence
customer loyalty can be of major interest to hospitality firms and researchers. Thus, this study finding will further
the knowledge in the hospitality literature.
The aim of this article is to understand the influence of hotel service quality and corporate image on tourism
customer loyalty. Data were collected from tourists at several sight–seeing locations in Mauritius. The study
sample comprised guests of various hotels in Mauritius who were randomly approached and invited to participate
in a survey on the hotel's services.
II. Review of Literature
Service Quality
Service quality is generally viewed as an overall evaluation of the service provided (Taylor & Baker, 1994). It has
also been viewed as a multidimensional construct formed from the consumer). Moreover, empirical studies
indicate that consistently providing high quality service may help hospitality firms increase their number of brand
loyal customers (Backs & Parks, 2003). It is evident that for the long term success of hospitality firms, customer
loyalty is significantly more important than mere customer satisfaction

How Customization And Service Quality
Customization and service quality are both important aspects for any successful restaurant. These components
have many different qualities that can ultimately be very beneficial for businesses or quite the contrary. By
executing these qualities in a particular restaurant setting it is likely that the given company will prosper. For my
application paper I will focus in on how customization and service quality can be improved specifically at Charley
G's Restaurant in Lafayette, Louisiana. Charley G's Restaurant takes pride in having exceptional service. The staff
is very accommodating to customers and do they do their best to provide phenomenal service. The restaurant is
equipped with Point of Sales system which helps waiters quickly and efficiently send orders out to the kitchen
which is very beneficial when it comes down to customizing particular orders. In fact, both the line cook and the
saucier chef for the restaurant were both definitely in favor of using the technology. Jordan Causey, a line cook for
Charley G's, commented "You can type in specifically what each customer wants. It speeds up the ordering
process tremendously because the orders are immediately sent to our kitchen staff" (Causey). (See exhibit 1)
Because the kitchen gets the orders in so quickly, it accelerates the entire cooking and service process immensely.
Although we have come to the conclusion that the POS system is definitely an advantage to Charley G's, it also
has one downfall, personal errors

Case study: Managing Customer Quality Service
Contents1.Lifetime Customer Value....................................................1What would you estimate is the lifetime
customer value (LCV) of Laura's business at each of the stores?How would you account for any difference?
2.Level of Service..................................................................3How would you rate the level of service provided by
the two newsagents? Why?3.Customer Satisfaction and Customer Loyalty.........................4Although Laura
shopped at the first newsagent regularly, was she loyal? Do you think the first newsagent confused "satisfaction"
or even "nowhere else to go" with loyalty?Why is this dangerous for a business?How would you advise the first
newsagent to proceed if she is to retain her ... Show more content on Helpwriting.net ...
Despite, the store has a large range of goods and is well laid out and clean, but the owner doesn't treasure this as an
opportunity to attract more new customers. On the contrary, he provides bad service or even no service to
customers which may due to people start leaving his business and work for his competitors.
For the new newsagent, I would rate four out of 5 to the service it provides to its customers because the owner,
Chris, greeted Laura with a smile and asked if she needs any help. This is a good example of good quality service.
"Service goes beyond friendliness or kindness." (Jacques Horovitz 1990, p.3) So, by asking questions and listening
carefully to the answers can make customers feel that they are not by themselves, they got someone to look after
and finally they enjoy going in there.
Moreover, Chris understands the concept of treating customers as long–term appreciating asset, will help to build
image and trust of her store and hence to attract more new customers and increase their loyalty.
Q3) Although Laura shopped at the first newsagent regularly, was she loyal? Do you think the first newsagent
confused "satisfaction" or even "nowhere else to go" with loyalty? Why is this dangerous for a business? How
would you advise the first newsagent to proceed if she is to retain her customer base? In your answer, include a
discussion on meeting the psychological

The Impact of Service Quality and Customer Satisfaction in...
Section 1: Introduction 1.1. Choose the Topic of Justification
According to the result of part A, the author has better understanding on her personality and preferable learning
styles. And it briefly explained the reason that the author to select this topic. Working human resources in service
industry should be a suitable career for the author, because she realizes that to work with a wide range of people
and provide to others are the main preferences.
Regarding to her career choice, it is important for the author to know the factors that affecting customer
satisfaction and loyalty in order to provide better service quality for the customers. Also, this is for substantial
development in her future career path. These are the ... Show more content on Helpwriting.net ...
Finally, whatever which of the airline companies, the consumers would base on their needs and their level to
choose a suitable airline company. Price is the one of the factors that consumer concern. They would concern
about the price that is suitable for them and different class of the airline also will affect this factor.
1.3 Academic Objectives of Project
The main purpose of this study consists in an investigation on the service quality as the cause and the loyalty as
the effect of customer satisfaction in airline industry.
These are research questions:
* Define the concepts of service quality and customer satisfaction from the literature
* Explore the components consisted of service quality and customer satisfaction
* Examine the impact between service quality and customer satisfaction 1.4 Outline of Sections
Part B is divided into five Sections.
Section 1 Introduction
It introduces the reason of choosing this topic in service marketing and the overview of airline industry. Moreover,
it will mention the objectives of this study and finally the outline of all sections is provided in order to give a brief
concept about this study to the readers.
Section 2: Setting the scene
It is the background of the airline Industry nowadays, introduce that why airline industry can affect the service
quality and customers satisfaction strongly. Section 3 Literature Review
It reviews the existing literature

Quality in Services
What is Quality?
"The totality of features and( characteristics of a product or service that bear on its ability to satisfy stated or
implied needs."
–Kotler
"Quality must provide goods and( services that completely satisfy the needs of both internal and external
customers. Quality serves as the "bridge" between the producer of goods or services and its customer."
–Johnson & Weinstein
"Quality is( consistent conformance to customer's expectations."
–Stack et al
( "Quality is a predictable degree of uniformity at a low cost with a quality suited to the market."
–Deming
"Higher quality has a beneficial( effect on both revenues and cost."
–Gummesson
Why Quality Matters?
In this increasingly competitive world, ... Show more content on Helpwriting.net ...
Team efforts play an important role. Effective implementation of service quality is possible trough excellent
internal marketing program one of the approaches is total quality management (TQM).
3) Monitoring Service Quality:
In order to monitor service quality various tools and techniques are used, they are:
1. Statical Tool,
2. Quality Function Deployment,
3. Internal Performance Analysis,
4. Customer Satisfaction Analysis. Research Model
Perceived service quality as a customer–based performance measure: An empirical examination of organizational
barriers using an extended service quality model was done by A. Parasuraman, Leonard L. Berry, Valarie A.
Zeithaml.
Perceived service quality as customer–based performances measure is also known as SERVQUAL Model. This
study empirically examines organizational barriers to delivering high–quality service performance as measured by
customer perceptions and expectations. Using the extended service–quality model developed by Zeithaml, Berry,
and Parasuraman (Journal of Marketing, 52, 35–48) as a conceptual framework, five specific propositions implied

by the model and by earlier studies contributing to its development were tested. Such testing required a complex
research design involving five service companies as well as samples of customers, contact employees, and
managers from each company. The results have

Quality Management : Dimensions Of Quality And Service
Section2: Quality management
Dimensions of quality /service
There are five dimensions of all customer care about–
The service provider should know what customers care about internal or external. Service quality is a good
estimate. Price and to a minor degree quality also count. But for service providers, customers care more about
service quality.
If service provider get these dimensions right, customers will hand over the keys to their loyalty, because they will
have received service excellence.
TANGIBLES
The quality of tangible service aspect define to the look of the physical environment and facilities, equipment,
employees and the way of talking. In other words, the tangible aspect is about creating first impressions and
provide services . Airlines should need to provide all our customers to get a unique positive and never forgetting
primary good impression, this would make them more likely to return in the future. We respect freedom of
association and unions are a very important part of our workforces. At least 70% of our employees are covered by
37 collective employment agreements.
RELIABILITY
We want safety to be a shared value and want to be the safest and healthiest workplace in New Zealand. We also
want to exceed the minimum requirements of proposed new health and safety legislation. In May 2015 our
Wellington cargo team celebrated 10 years of 'Destination Zero Harm', an achievement that reflects the team's
commitment to keeping their colleagues safe. The

Service Quality and Student Satisfaction
A STUDY ON RELATIONSHIP BETWEEN QUALITY OF SERVICE AND STUDENTS' SATISFACTION AT
UNIVERSITY CAFETERIA
1. BACKGROUND OF THE STUDY The college student market is currently influencing the expansion of
university food services. Due to the dining unit options as well as increasing off campus competitors, college
students are not tolerating poor quality of food served by university dining services. The college student market is
currently influencing the development of institutional food service. To satisfy the basic nutritional needs of
students, university and college food service operations need to deliver a variety of fresh, healthy and tasty food.
Student food service is one of the competitive markets today, competing with other ... Show more content on
Helpwriting.net ...
In Kim et al. (2008) studies found that service quality was found to be significant predictors affecting revisit
intention in the university dining facilities.
2. PROBLEM STATEMENT Education organizations must play their own role to provide a quality of service for
students. There are research found that the most important factor influencing customer satisfaction is food quality
(Sulek and Hensley, 2004). The findings of the study done by Liu and Jang (2009) stated that food quality,
atmospherics and service quality are some variables that important contributors to customer satisfaction. It shows
that there are always have a problem in providing food quality and atmosphere quality to customer towards
meeting their satisfaction. Research done by Lee (2004), has shown that food quality and convenient location are
important dimensions affecting customer satisfaction which is turn determines revisit intentions to institutional
food service industries. Thus, it is important to identify these important dining attributes in the institutional
foodservice operation especially in university dining facilities.
3. RESEARCH OBJECTIVES Having briefed on the issue, the researcher identifies several objectives for this
study. The research objectives are to: 1. Identify factors

service quality
MKTG1255 – SERVICE QUALITY
PRACTICE MULTIPLE CHOICE QUESTIONS
THE QUESTIONS ARE FOR PRACTICE ONLY. THERE IS NO INDICATION THAT YOU WILL BE ASKED
THE SAME QUESTION(S) IN THE FINAL EXAM.
1. ____________ represent a special type of order taking that entitles customers to a specific unit of service.
a. Suggestions
b. Reservations
c. Trackers
d. Repossessions
e. Contracts
2. Which of the following is NOT considered an example of a hospitality element?
a. Greeting
b. Toilets and washrooms
c. Advice
d. Food and beverages
e. Transport
3. A company's ____________ helps to determine which supplementary services should be included.
a. location
b. delivery system
c. key service representative
d. service atmosphere
e. market positioning ... Show more content on Helpwriting.net ...
Physical equipment used to process people, possessions, or information
c. Customers
d. Labor
e. Infrastructure
18. Which of the following is NOT one of the conditions that fixed–capacity firms may face?
a. Excess capacity.
b. Demand exceeds desired capacity.
c. Demand and supply are well–balanced.
d. Ideal demand exceeds capacity.
e. Excess demand.
19. Which of the following is the correct action for a firm to take that wants to reduce demand and has insufficient
capacity?
a. Take no action.
b. Consider override for most desirable segments.

c. Consider priority systems for most desirable segments.
d. Increase prices or encourage use in other time slots.
e. Lower prices selectively.
20. Which of the following is NOT one of the eight basic steps to developing and delivering a branded customer
experience?
a. Target profitable customers, employing behavior segmentation rather than demographics.
b. Achieve a superior understanding of what your targeted customers value.
c. Design facilities that delight your customers and reduce complaints.
d. Give employees the skills, tools, and supporting processes needed to deliver the defined customer experience.
e. Make everyone a brand manager.
21. All of the following are questions to ask about demand patterns and their underlying causes EXCEPT
____________.
a. Do demand levels follow a predictable cycle?
b. What are the underlying causes of these cyclical variations?
c. How much demand are

SERVQUAL: A Model Of Service Quality Management
SERVQUAL is a model used to measure service quality management in relation to customer service quality needs.
It analyzes the gap between the two. In measuring service quality, SERVQUAL has been proved to be the most
popularly used instrument in the past one decade. Oftenly, it is used to measure service quality of a service
providing organizations to compare the expectations of customers beforehand and their perception in regard to the
services being offered (Shahin, 2010). The model can be employed to assess the quality of services provided by
any service organization, it being universal. Services are economic activities, they provide benefits, and create
value for clients. As such, there is a need for measurement of their quality at specific points due to the desire for
change, or on behalf of the customers that receive the services (Shahin, 2010). ... Show more content on
Helpwriting.net ...
The first set determines a customer's expectation of the firm, and the other set seeks to find out the perception of
customers about the firm. This enables a firm using the model to give a more accurate score of the overall
perceived service quality (Weitz & Wensley, 2002).This model also enables a firm to establish a good relationship
between its employees and the clients. The firm is able to identify its weaknesses where management is concerned,
leading to improvement in the services offered with regard to the customers' opinion. This is because the firm will
focus more on the service quality effort based on the findings from the perception of the customers. In summary,
implementing the SERVQUAL model can result in customer retention and loyalty, positive comments, employee
benefits, profit gains, and improvement in financial performance. This is because with it, there will be a clear
understanding of the customer's perception and what they expect in the future (Fedoroff,

Essay On Service Quality And Customer Satisfaction
BUSINESS RESEARCH METHODOLOGY
RESEARCH PROPOSAL
SERVICE QUALITY AND CUSTOMER SATISFACTION TOWARDS CELLULAR SERVICE PROVIDERS IN
PAKISTAN
Submitted by
YUSRA BABAR
B00298203
ABSTRACT
The prosperity and achievement of any organization relies on several factors. Telecommunication sector aims to
provide their customers with quality services. Companies giving quality services tend to struggle more in order to
survive in service sector which in turn satisfy their customers. This study aims to examine the customer quality as
a factor that satisfies customers. This study is quantitative in nature so self–administered questionnaire has been
adopted to analyze quality of the service provided by cellular service providers in Pakistan. ... Show more content
on Helpwriting.net ...
(Olla et al., 2002).
The most effective way to stay connected with each other has become necessity in this busy world and telecom
services are trying to make their market capitalization strong by giving the best quality services. With the passage
of time the competition has become immense and is becoming difficult to meet maximum satisfaction of customer.
At the same time quality should not be compromised.
So there is a strong need to research on the factors that investigate the customer's behavioral intentions towards
service quality provided by telecom sector. There is also a need to focus on both present and future customers.
OBJECTIVES OF THE STUDY
The main purpose and aim of this study is to identify the extent to which customers get satisfied with the services
and quality provided by cellular service providers in Pakistan.
SPECIFIC AIMS
 The specific aims in this respect are as follows:
 To identify the needs of customers expectations and perceptions about various service providers.
 To check how service quality makes the customer loyal and stick to one service provider.
 To examine the importance of different packages provided by cellular service providers such as pre–paid and
post–paid.
 To investigate about customers that switches one service provider to another.
 To explore what customers expect through availing services.
PROJECTED RESEARCH

Improving Quality of Service for Multimedia
There are two ways of providing quality of service for multimedia first, adding quality of service to current cloud
computing infrastructure, and second, adding quality of service between cloud and multimedia infrastructures. In
former, It focus on adding quality of service in only on cloud infrastructure In later case, It focuses on adding
quality of service between cloud infrastructure and multimedia infrastructure. In this research we focusing on how
cloud can provide quality of service with help of multimedia applications. According to the properties of
multimedia services, similar types of multimedia services is processed through cluster servers. Each Media edge
cloud is having three clusters such as Storage, central processing unit, graphical process unit (GPU). All media
related applications will be processed by GPU. Storage types of media applications will be processed through
storage cluster. To improve the performance of media cloud, cloud proxy is proposed to reduce latency. The
mobile media proxy is designed to deal with mobile multimedia computing. Mobile caching is included to process
the mobile applications because, Mobile applications need to perform with minimum number of resources.
(Cybenko, G, 1989) Media cloud processing
Figure 4:Media cloud processing (Cybenko, G, 1989)
3.6 MULTIMEDIA CONFERENCING
Multimedia conferencing is considered as real time data exchange between several parties. Media conferencing
have three components such as

Improving customer service quality in hotels

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