Improving Service Quality in Hotel and Resort

Improving Service Quality In Hotel And Resort

EXECUTIVE SUMMARY

The first chapter of report will explain the purpose of the report and why this report is important. In chapter

2, the service quality will be identified. There are two parts in this chapter: the first part will discuss

concept and principle of the service quality and the following part will note the service quality models. Mainly

the SERVQUAL model and the Total Quality Management (TQM) will be examined. Then in chapter 3, implementation, the

chosen organisation which is the Club Mediterranean (Club Med) will be applied for the service quality model. The

last chapter is conclusion of the report and the Appendices will be stated next to reference list.

TABLE OF CONTENTS

Executive Summary ………………………………………………………………..…2p

Chapter 1: Introduction

1.1 Purpose of the Report ……………………………………………………….4p

Chapter 2: Service Quality

2.1 Principles of Service Quality ………………………………………………..5p

2.2 Service Quality Models ……………………………………………………..6p

Chapter 3: Implementation

3.1 Background of the Club Med ……………………………………….………8p

3.2 Steps of Implementation ……………………………………………….……9p

Chapter 4: Conclusion ………………………………………………………………12p

Reference List ………………………………………………………………………..13p

Appendices………………………………………………………………………...…15p

CHAPTER 1: INTRODUCTION

1.1 PURPOSE OF THE REPORT

“Service organizations exist as a function of their customers; service quality then, is the primary survival

strategy” (Schneider and Chung, 1993, p.124). Carey (2003) note that the service quality is a subject that

permeates every component of the tourism industry. Especially in hotel and resort, the service quality is integral

for long term survival. Therefore each company should take the service quality as serious management philosophy

and have to adopt theories and models to identify gap between expectation and perception.

CHAPTER 2: SERVICE QUALITY

2.1 PRINCIPLES OF SERVICE...