During the last years, quality has become crucial factor in the hospitality industry as customers become more demanding and evaluate the received services more critically.
This research papers aims to identify and examine issues of service quality received in upscale hotels using the critical incident technique.
The academic literature, including books, journals and other sources will be critically evaluated with interest to service quality and service failures. The findings are drawn from a survey conducted among students and lecturers.
The results show a range of satisfiers and dissatisfiers relating the service delivery in an upscale hotel. Lastly, conclusion and recommendations for future research are given.
TABLE OF CONTENTS
LIST OF FIGURES AND TABLES
LIST OF ABBREVIATIONS
CHAPTER 1: INTRODUCTION
1.1 BACKGROUND TO TOPIC AND RESEARCH RATIONALE
1.2 RESEARCH AIM AND OBJECTIVE
1.3 METHODOLOGY
1.4 CHAPTER OUTLINE
CHAPTER 2: LITERATURE REVIEW
2.1 INTRODUCTION
2.2 SERVICE QUALITY
2.2.1 DEFINITION OF SERVICE QUALITY
2.2.2 SERVQUAL MODEL
2.3 SERVICE FAILURE
2.3.1 DEFINITION OF SERVICE FAILURE AS DISSATISFIERS
CHAPTER 3: METHODOLOGY
3.1 RESEARCH OBJECTIVE
3.2 RESEARCH DESIGN
3.2.1 SECONDARY DATA
3.2.2 PRIMARY DATA
3.2.2.1 QUESTIONNAIRE
3.2.2.2 CRITICAL INCIDENT TECHNIQUE
CHAPTER 4: FINDINGS
4.1 AVAILABLE SERVICE
4.2 STAFF PERFORMANCE
4.3 INTERIOR DESIGN
CHAPTER 5: ANALYSIS AND MANAGERIAL IMPLICATIONS
5.1 ANALYSIS
5.2 MANAGERIAL IMPLICATIONS
CHAPTER 6: CONCLUSION AND RECOMMENDATION FOR FUTURE RESEARCH
6.1 CONCLUSION
6.2 RECOMMENDATIONS FOR FUTURE RESEARCH
CHAPTER 7: BIBLIOGRAPHY
CHAPTER 8: APPENDICES
A. QUESTIONNAIRE
B. TABLE OF RESULTS
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