Hotels are not doing well under the current economic climate. There is general sentiment that service-quality and customer-service has been lacking & that some focus needs to be re-established in the area.
Consider the following tools & do some research on them:
1. The 5 dimensions of Service Quality
1.1 Explain each dimension (in relation to the hotel industry) in some detail.
1.2 If you are required to conduct a survey based on these 5 dimensions, what questions would you ask your target audience for each dimension?
1.3 Propose and draft a survey based on part 1.2 above.
2. How would you correlate the 5 dimensions to your SERVQUAL Gap Concept?
Relate each dimension to a respective gap(s) in the gap diagram, with explanations to support your correlation(s).
Report should have no less than 2000 words & address all the pointers mentioned here.
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