The Usefulness of The SERVQUAL Technique for Measuring Quality in The Hotel Industry  

Oleh:

Suhaily, Lily

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - atma jaya
Dalam koleksi: Atma nan Jaya vol. 12 no. 1 (Apr. 1999), page 38-47.
Topik: hotel; Measuring Quality in Hotel Industry; Servqual Technique
Fulltext: Lily Suhaily.pdf (537.29KB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: AA48.9 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada	Lihat Detail Induk
Perpustakaan PKPM Nomor Panggil: A66 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada	Lihat Detail Induk

Isi artikel

This paper critically analyses the usefulness of the SERVQUAL technique in its application to the hotel industry. This study identifies the benefits and limitations of the techniques. The technique is useful for designing service delivery, signalling service, recovery action, evaluating the management perceptions, giving important insights into service performance, developing customer satisfaction monitoring, helping managers to maintain service quality, having a competitive weapon and ensuring that service levels are favorably perceived. The limitations of the technique are, firstly it can not be directly applied to the hotel industry because there is no particular scale for measuring service quality in the hotel industry. Secondly, it is more easy to assess the expectations and perceptions of customers so the results of the test can not be used as a general standard for all hotels. Also there is no standard for the relative importance of the five dimensions, and no consideration for management's perceptions. In the framework of the benefits and limitations above, the SERVQUAL technique can be used as a tool to measure the hotel's service quality, as long as modifications are made to counter its limitations.

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