The service quality and customer satisfaction are two different concepts, but they are related. The relationships between both these concepts are complicated. Some have mentioned it as the Siamese twins [5]. The commitment to the customer shall take place at the very first every time, and then only real loyalty can be developed. Loyalty is the stepping stone to the business and will bring out good outcomes than that which is given out and is limited. Providing services that customers prefer is an initial step for the customer satisfaction [18]. The staff quality, rooms, and values are the top three factors from the hotel that determine a foreign traveler satisfaction [7].
Even though, the importance of service quality and service quality measurement …show more content…
An over importance perception on “tangibles” in hotel service quality visible in many studies [14]. Reliability dimension is regarded as a major contributing aspect for tourists, but reliability expectations are found more linked to food quality. Customer value is coined in many studies as an important outcome of quality perceptions [6]. Role of human in developing service quality perceptions are explained beyond further debate in many studies [9],[12]. The value perceptions are also linked to human interaction quality in service settings and attributes related to tangibles to a great extent act as drivers in such perceptions. The human contact is necessary for the delivery of every service. In this connection services of frontline staffs or employees need to be excellent to enhance the image or reputation of the firm and to develop repeat of purchase by the customers …show more content…
Hotels should strategically focus on the, “what” and “why” of the service attributes explain “how” of the service processes, that will bring out a customer-centric approach in customer service [16]. Studies expose the complexities in defining service quality attributes in the perspective of customers and service personnel. The perceived gap in the definition of attributes can cause significant challenges in offering unmatched service quality [3]. Many terminologies capable of developing service excellence such as “luxury”, “comfort”, “convenience” etc can be conceptualized differently by the service provider and customer in a hotel industry. Hence a typical benchmarking of many such attributes to uniformly evaluate the quality is required [14]. Need identification and proper definition of needs that motivate a tourist to judge the service capabilities of a service provider positively is vital [17]. Assigning appropriate weightage to customer needs in evaluating their overall satisfaction is vital to fixing the priorities of strategic focus on majors themes of customer orientation. Even minor attributes can increase customer value propositions. Research has identified that free Wi-Fi helps hotels improve their ratings by up to 8 percent. Similarly, business
Even though, the importance of service quality and service quality measurement …show more content…
An over importance perception on “tangibles” in hotel service quality visible in many studies [14]. Reliability dimension is regarded as a major contributing aspect for tourists, but reliability expectations are found more linked to food quality. Customer value is coined in many studies as an important outcome of quality perceptions [6]. Role of human in developing service quality perceptions are explained beyond further debate in many studies [9],[12]. The value perceptions are also linked to human interaction quality in service settings and attributes related to tangibles to a great extent act as drivers in such perceptions. The human contact is necessary for the delivery of every service. In this connection services of frontline staffs or employees need to be excellent to enhance the image or reputation of the firm and to develop repeat of purchase by the customers …show more content…
Hotels should strategically focus on the, “what” and “why” of the service attributes explain “how” of the service processes, that will bring out a customer-centric approach in customer service [16]. Studies expose the complexities in defining service quality attributes in the perspective of customers and service personnel. The perceived gap in the definition of attributes can cause significant challenges in offering unmatched service quality [3]. Many terminologies capable of developing service excellence such as “luxury”, “comfort”, “convenience” etc can be conceptualized differently by the service provider and customer in a hotel industry. Hence a typical benchmarking of many such attributes to uniformly evaluate the quality is required [14]. Need identification and proper definition of needs that motivate a tourist to judge the service capabilities of a service provider positively is vital [17]. Assigning appropriate weightage to customer needs in evaluating their overall satisfaction is vital to fixing the priorities of strategic focus on majors themes of customer orientation. Even minor attributes can increase customer value propositions. Research has identified that free Wi-Fi helps hotels improve their ratings by up to 8 percent. Similarly, business