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Service Quality - Essay Example

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Service quality Table of content Abstract…………………………………………………………………………………2 Introduction…………………………………………………………………………….2 Chapter 1……………………………………………………………………….3 Literature review……………………………………………………………………….3 Importance of customer satisfaction……………………………………………3 Service marketing mix………………………………………………………….4 5 Gap Model of service quality…………………………………………………4 …
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Service Quality
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Service Quality

Download file to see previous pages... Satisfaction, Loyalty and Retention……………………………………………..5 Staff Recruitment, Training and Service Strategy………………………………6 TQM (total quality management)……………………………………………….6 Chapter 2……………………………………………………………………….7 Methodology…………………………………………………………………………….7 Chapter 3……………………………………………………………………….7 Primary findings…………………………………………………………………………7 Chapter 4……………………………………………………………………….13 Recommendations……………………………………………………………………….13 Conclusion……………………………………………………………………………….13 Appendix…………………………………………………………………………………14 References………………………………………………………………………………..17 Abstract: The hospitality industry is surviving on high quality of services on a reasonable price. The customers are the revenue generators for the business houses and that is the reason they must be provided with the great quality service so they become the loyal customers. For any business empire whether it is small or big, the primary focus is how to retain their existing customers and how to acquire new customers. To retain the existing customers the in-depth understanding of the customer needs is very important. The service quality has become the primary focus of most of the organizations. Mainly for the fast food centers the service qualities are the baseline for the improvement of their performances. The service oriented factors are deeply associated with the loyalty programs (Brooks, 2010). The Service quality gap model gives the perfect picture of the gaps between the service given and service expected. This paper will focus on all the aspects of having good quality services and it will take an attempt to find out the customers perception about the best quality service. Introduction: In the hospitality industry the quality speaks the ultimate word. The hospitality industry is based on the service qualities of the people in the shops or in the restaurants. For many times it has been seen that even after providing the best survives the customers are not satisfied. In these cases the reason behind the dissatisfaction is very important to understand for the fast food centers. The service gap models help the managers to understand the gaps between the service provided and the services wanted by the customers. However, in the recent time it is better to know the reaction from the mouth of the real time customers. And that is the reason, the primary data collection is very important. in. The primary and secondary data are important to support the outcome of the services related to the customer satisfaction. In regards to this research, the secondary data are collected from many secondary resources like online websites, articles, books and journals related to the customer satisfaction and service quality. And the primary data are colle ...Download file to see next pagesRead More
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