Measuring a Hotels Quality of Customer Service Essay

Measuring a Hotels Quality of Customer Service It is quite difficult to measure the quality of a service, because the satisfaction of the customer depends on many intangible factors and psychological features. The principal methods to evaluate services are: SERVQUAL, Gap Analysis, Tolerance zone and Walking Audits. We are going to explain this methods and study if we could apply them to the hotel.  § SERVQUAL It is a multiple-item scale named SERVQUAL, which measures the five dimensions of service quality.9 The dimensions are: - Reliability. - Responsiveness. - Assurance. - Empathy. - Tangibles. This method consists of two sections, the initial†¦show more content†¦The information is collected through a questionnaire which the company sends or facilitates to their customers, so they can receive the expected feedback. GAP 1 appears when the Management doesn’t understand how their customers formulate their expectations, based on a number of sources: experiences with the company and its competitors, personal needs, advertising and the communication with friends. GAP 2 result when the Manager isn’t able to fix target levels of the service quality of the company. GAP 3 is known as the service performance gap, due to that the delivery of the service is not the expected by the Management. GAP 4 is the discrepancy between service delivery and external communications in the form of exaggerated promises and lack of information provided to contact personnel.11 This is the most adequate method for the Lewis Partnership, because we receive concrete information about the service offered from the own customers.  § Tolerance Zone This method is to study if the customer has received a service which satisfied his expectations. 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