Scribd
Upload
25 views25 pages

Lesson 8

Uploaded by

tranmanhien1508
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
25 views25 pages

Lesson 8

Uploaded by

tranmanhien1508
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 25

GUEST

SATISFACTION
SURVEY

MA. LAM MINH NHUT


Lesson
content
• SERVQUAL
MODEL

• GUEST
SATISFACTION
SURVEY
Responsiveness
DEFINITIO
N
DEFINITION

The renowned SERVQUAL Model,


developed by Zeithaml, Parasuraman, and
Berry in the 1980s, remains a highly
esteemed framework for evaluating service
quality.
Responsiveness
DEFINITION

According to this model, the distance


between a customer’s expectations and their
actual perceptions greatly influences service
quality.

It encompasses five crucial dimensions:


tangibles, reliability, responsiveness,
Responsiveness assurance, and empathy.
DEFINITION

Tangibles encompass the physical


elements of service provision, such
as facilities and equipment.
DEFINITION

Reliability focuses on the consistency


and dependability of the service.
DEFINITION

Responsiveness concerns the ability to


promptly and effectively assist
customers.

Responsiveness
DEFINITION

Assurance involves the conveyance of


competence, courtesy, and credibility,
building trust and confidence in
customers.
DEFINITION

The concept of empathy is crucial in


providing exceptional customer
service, as it entails both understanding
and compassion for the needs of
customers.
CREATE A GUEST
SATISFACTION
SURVEY BASED ON
SERVQUAL MODEL
GUEST
SATISFACTION
SURVEY
GUEST SATISFACTION SURVEY

A hotel guest satisfaction survey is


designed to help hoteliers understand the
guests’ requirements, and expectations,
and evaluate their experiences.

A hotel guest survey is crucial to assess


how satisfied your customers are with
different aspects of the service you
provide.
a b c d e
Strongly
Disagree Neutral Agree Strongly agree
disagree
1 2 3
a. Extremely quickly a. Extremely comfortable a. Extremely satisfied
b. Quite quickly b. Very comfortable b. Quite satisfied
c. Moderately quickly c. Moderately comfortable c. Neither satisfied nor dissatisfied
d. Slightly quickly d. Slightly comfortable d. Somewhat satisfied
e. Not at all quickly e. Not at all comfortable e. Extremely dissatisfied

4 5 6
a. Extremely convenient a. Extremely pleased a. Extremely affordable
b. Quite convenient b. Quite pleased b. Very affordable
c. Moderately convenient c. Moderately pleased c. Moderately affordable
d. Slightly convenient d. Slightly pleased d. Slightly affordable
e. Not at all convenient e. Not at all pleased e. Not at all affordable
7 8 9
a. Extremely delicious a. Extremely likely a. Extremely helpful
b. Very delicious b. Quite likely b. Very helpful
c. Moderately delicious c. Moderately likely c. Moderately helpful
d. Slightly delicious d. Slightly likely d. Slightly helpful
e. Not at all delicious e. Not at all likely e. Not at all helpful
1. 2 3
a. Extremely quickly a. Extremely comfortable a. Extremely satisfied
b. Quite quickly b. Very comfortable b. Quite satisfied
c. Moderately quickly c. Moderately comfortable c. Somewhat satisfied
d. Slightly quickly d. Slightly comfortable d. Neither satisfied nor dissatisfied
e. Not at all quickly e. Not at all comfortable e. Extremely dissatisfied

staff bed about


respond linens hotel
to your overall
requests
4 5 6
a. Extremely convenient a. Extremely pleased a. Extremely affordable
b. Quite convenient b. Quite pleased b. Very affordable
c. Moderately convenient c. Moderately pleased c. Moderately affordable
d. Slightly convenient d. Slightly pleased d. Slightly affordable
e. Not at all convenient e. Not at all pleased e. Not at all affordable

hours of
the food quality of room rate
service the food
options
7 8 9
a. Extremely delicious a. Extremely likely a. Extremely helpful
b. Very delicious b. Quite likely b. Very helpful
c. Moderately delicious c. Moderately likely c. Moderately helpful
d. Slightly delicious d. Slightly likely d. Slightly helpful
e. Not at all delicious e. Not at all likely e. Not at all helpful

hotel return to concierge


breakfast stay
TANGIBLE

•The reception hall at Melia Ho Tram creates a


comfortable feeling for you
•The bathroom at Melia Ho Tram is fully
equipped with personal toiletries for you
•The accommodation room at Melia Ho Tram is
fully equipped for your needs
•Melia Ho Tram has internal transportation
•Melia Ho Tram has a spacious and safe parking
lot
RELIABILITY

• Sofitel Saigon provides room types and


services according to the booking confirmation
• Sofitel Saigon's staff can satisfactorily resolve
your concerns and complaints
• Information about services at Sofitel Saigon
(such as food, spa, swimming pool...) is
always correct.
• Room at Sheraton Saigon is clean and ready
when you check in
• Sofitel Saigon provides services consistent to
those described on the website
RESPONSIVENESS
• Guests easily refer to information about
Sheraton Saigon on the website, OTA, or
Google Review
• Rooms at Sheraton Saigon will be provided to
guests on time for check-in
• Added services (spa, swimming pool, gym...)
at Sheraton Saigon have operating hours to
suit your needs.
• The check-in/check-out process at Sheraton
Saigon is quick.
• Sheraton Saigon staff is always ready to assist
you when needed.
ASSURANCE

• Staff at InterContinental Phu Quoc are


knowledgeable about local tourism
• Staff at InterContinental Phu Quoc serve
professionally.
• Staff at InterContinental Phu Quoc are fluent
in foreign languages
• InterContinental Phu Quoc can serve many
customers at the same time.
EMPATHY

• Staff at New World Saigon understand guests’


need and provide support when needed
• Staff at New World Saigon have a caring
attitude and listen to guests’ problems
• The staff at New World Saigon is capable of
handling your complaint.
• Hotel is opened to guests for 24 hours
• Guest is provided personalized service.
PAIR TASK

Scenario:
Mr Jakewood is a loyal business guest at your hotel. He recently
departed your hotel after 2-night stay. You are required to write an email
to thank him for choosing your hotel as well as conduct a quick survey
for his satisfation.

Student is required to:


• Choose an international brand hotel in Vietnam.
• Create a guest satisfaction survey with 10 questions based on Servqual
model.

You might also like