service quality of ruposhi bangla hotel. how the meet customer demand ?

1. Presentation
on
Service Quality of Ruposhi Bangla Hotel

2. •To be aware of facilities & services available in luxury hotels of
Bangladesh
• To understand service quality of Ruposhi Bangla Hotel.
•To identify the opinions of hotel guests on service quality.
•To draw conclusions about the adequacy and efficiency of service
quality standards of Ruposhi Bangla Hotel.
Research Objectives

3. Service quality is generally viewed as the output of the service
delivery system.
In particular, it is the difference between expectations of service
& perceptions of service actually received.
Service Quality
Tangible aspects of service quality involves what guests/clients can see,
touch, hear, & smell upon the delivery of the services. So, it basically
involves physical facilities, equipment, and appearance of employees.
Intangible aspects of service quality involves the manner by which services
are delivered.

4. Measuring Service Quality
SERVQUAL is a model of measuring service quality. The SERVQUAL
questionnaire is used to help service organizations better understand the
service expectations and perceptions of their customers.
The five dimension of SERVQUAL:
1.Reliability: the ability to perform the promised service accurately.
2.Assurance: the knowledge & courtesy of employees and their ability to
win the customer’s confidence.
3.Tangibles: the appearance of physical facilities, equipment, personnel
and communication materials
4.Empathy: the provision of caring, personalized attention to the
customers.
5.Responsiveness: the willingness to help customers and to render
prompt service.

5. Overview of Ruposhi Bangla Hotel (Proposed InterContinental Dhaka)
•The first largest international standard state owned five-star hotel.
• No of rooms: 272 fully furnished
• No of Restaurants: 04
• No of lounge: 05
• Venues for: Numerous prestigious events, International conferences, seminar,
workshop etc, State functions
• Belongs to : One of Largest chain hotel, InterContinental Hotels Group (IHG)
• BICC (Bangabandhu Internatonal Conference Centre) is also run by Ruposhi Bangla Hotel.

6. 1.Meet & greet service at the airport along with
Airport transfer service
2. Welcome drinks on arrival
3. 08 types of full furnished luxurious guest rooms
4.Finest dinning facilities In room dinning service
5. Multilingual staff
• Express check-in & Check-out
• Babysitting service, shoe shining service
• Laundry service & Dry cleaning service
• Concierge service & transport desk
• Business centre with secretarial service
Hotel Services & Facilities

7. Hotel Services & Facilities
1. ATM machine & Currency exchange
2. Tourist information Kiosk
3. IT equipment's rental service ( i.e.; video conference,
interpretation service)
4. Live entertainment in Bar & lounge
5. Health Club with finest equipment's i.e. Steam Bath Gymnasium,
Swimming pool, Massage, sauna, Jacuzzi, Squash court, Table
tennis & Lawn tennis etc.
6. WIFI internet access
7. Safety locker
8. Medical services
9. Convenience store ,Gift shop & Painting store, Photo Studio
10. Conference venues with required facilities
11.Other customized arrangements as per the requirements of the
guests & event organizers

8. General findings of quality survey of Ruposhi Bangla Hotel
Leisure Business Conference/Seminar Others
5 18 3 4
Total Respondents: 30
No of Visit No of Guests
First Time 5
2nd Time 8
3-4 times 11
5 time or more 6

9. How many nights will you spend at the hotel this time?
Nights Spent No of Guests
1 Night 5
02-04 Nights 14
05-07 Nights 8
More than 07 Nights 3

10. Guest’s opinion on the statement (Indicators of service quality)

11. Quality of dining facilities
Statement Excellent Very Good Good Poor
Dining Facilities and Service 4 13 10 3
Quality of foods & beverage & hygiene 6 16 7 1

12. Leisure & Fitness facilities
Statement Excellent Very Good Good Poor
Leisure and Fitness Facilities 4 13 10 3

13. Meeting, Incentive, conference & Exhibition (MICE) facilities & Services
Statement Excellent
Very
Good Good Poor
MICE facilities & Services 8 18 4 0

14. Overall satisfaction with your most recent stay at this hotel
Level of Satisfaction No of Guests
Delighted 4
Satisfied 11
Somewhat Satisfied 12
Dissatisfied 2
Very Dissatisfied 1

15. Possibility to visit the hotel again in the future
Possibility of visit again No of Guests
Yes 22
No 2
May be 6

16. Overall quality of service of the hotel