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THC 9

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30 views12 pages

THC 9

Uploaded by

03luxhia
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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QUALITY SERVICE MANAGEMENT

IN TOURISM AND HOSPITALITY

(THC9)
SERVICE QUALITY

 Can be measured by identifying gaps


between customers expectations of the
service and their perceptions of the actual
performance of the service providers.
 A customer's comparison of service
expectations as it relates to a
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3 DIMENSIONS OF SERVICE QUALITY

Physical facilities
Staff
Materials

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THREE COMPONENTS OF EXCELLENT
SERVICE QUALITY

 Service Strategy
 Service Performance
 Customer Results
Quality in the tourism and hospitality industry
involves consistent delivery of products and
guest according to expected standards.
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9 PRACTICAL TECHNIQUES AND METRICS FOR
MEASURING YOUR SERVICE
1. SERVQUAL- this is the most common method of measuring the subjective elements of service quality
through a survey, you ask your customers to rate the delivered service compared to their expectations.
Its questions cover what SERVQUAL claims are the 5 elements of service quality rater.
• Reliability
• Assurance
• Tangibles
• Empathy
• responsiveness

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6. CUSTOMER EFFORT SCORE (CES)- this metric was
proposed in an influential Harvard Business review
article. In it they argue that while many companies aim to
“delight” the customer to exceed service expectations it’s
more likely for a customer to punish companies for bad
service than it is for them to reward companies for good
service.

7. SOCIAL MEDIA MONITORING- this method has been


gaining momentum with the rise of social media, for
many people , social media serve as an outlet, a place
where they can unleash their frustrations and be heard.

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8. DOCUMENTATION ANALYSIS- with this
qualitative approach you read or listen to your
respectively written or recorded service records.
9. OBJECTIVE SERVICE METRICS – this stats
deliver the objective, quantitative analysis of your
service, these metrics aren’t enough to judge the quality
of your service by themselves, but they play a crucial role
in showing you the area’s, you should improve in.

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11 OBJECTIVE SERVICE METRICS




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Average queueing waiting time- the average time that
queued customers have to wait to be served.
Queueing hangs- ups- how many customers quit the
queueing process? these counts as a lost service
opportunity.
Problem resolution time- the average time before an
issue is resolved.
Minutes spent per call- this can give your insight on
who are your most efficient operators.
Service metrics- some of these measures are also
financial metrics, such as the minutes spent per call and
number of handovers.
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TOTAL QUALITY MANAGEMENT (TQM)
Quality Inspection
Quality Control
Quality Assurance
TQM

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THANKYOU AND MABUHAY!

REPORTED BY: Kimberly Aubrey Apilada


Carlos Miguel Andrade
Jaybhie Ballesteros
Christine Mae Bartolay

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