MODULE 11 PRE TEST

It is based on a set of five dimensions which have been consistently ranked by customers to be most important for service quality, regardless of service industry.

• Productivity

• Quality

• Profitability

• Servqual

Customer satisfaction and loyalty is a crucial factor that determines a hotel’s performance.

• Measure Customer Satisfaction

• Improve Hotel's Products & Services

• Improve the Hotel's Staff Behavior and Hospitality

• Improve Customer Retention

Behavior of the staff and employees of the hotel are an important aspect of the hotel industry.

• Measure Customer Satisfaction

• Improve Hotel's Products & Services

• Improve the Hotel's Staff Behavior and Hospitality

• Improve Customer Retention

It is an important aspect of every industry.

• Measure Customer Satisfaction

• Improve Hotel's Products & Services

• Improve the Hotel's Staff Behavior and Hospitality

• Improve Customer Retention

It is analysis tools help you figure out what went wrong.

• Process Analysis

• Cause Analysis

• Brainstorming

• Customers Feedback

It can solicit ideas from a group and generate ideas on ways to solve customer quality issues. Using this free concept mapping tools, you can shirt ideas into categories it also helps you organize your thinking.

(a)  

A 'business process plan' for the hospitality industry requires a new set of discipline because knowledge acquisition of the changing technologies alone represent a challenge in and of itself.

• Service Leadership

• Customers Feedback

• Experiential Exercises

• Quality

Using an online surveys allows you to quantify unqualified customer satisfaction.

• Process Analysis

• Cause Analysis

• Brainstorming

• Customers Feedback

Improve customer quality, you must understand your company's workflow and processes.

• Process Analysis

• Cause Analysis

• Brainstorming

• Customers Feedback

One way is through improving the knowledge, skills, attitudes and behaviour of existing and new staff involved in service delivery and performance through better systems of recruitment, training, development and motivation.

• Find New Customer

• Strategies to improve profit

• Improving Staff

• Service Leadership