Breakfast service quality in Restaurant Gui, Hilton Helsinki Airport hotel
Ojerinde, Babajide (2011)
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Lataukset:
Ojerinde, Babajide
HAAGA-HELIA ammattikorkeakoulu
2011
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201102262669
https://urn.fi/URN:NBN:fi:amk-201102262669
Tiivistelmä
The key issue in any organization operating in the service sector, hotels been part of them, is service quality. The extent to which the organization manages its service quality will go a long way to either make it successful or otherwise. Hotel guests are more enlightened nowadays, this is one of the effects of globalization on the hotel service sector worldwide. Guest demand for quality service, they have expectation on the kind of service the hotel should deliver especially when the hotel is of a known brand. Their perception after the visit will affect their future patronage.
Numerous researches into the paradigm (service quality) have been done by known scholars like Grönroos, Zeithaml just to mention a few. The author used existing conceptual framework on service quality gaps to guide the collection as well as the analysis of the primary data.
The author did his compulsory training at the Hilton Helsinki Airport hotel for four months and presently works with the hotel. The hotel been an upscale brand jealously guard its service quality which translate to the kind of service delivered to the Hotel guests. 81 questionnaires were applied during breakfast from as early as 5.30 till 10.00am between May 17 to May 21, 61 respondents returned the questionnaires while 20 did not return it. The results were analysed with the SPSS statistic software version 18.
Respondents were mostly returned business guests, while a handful were leisure guests. The findings show that most of the respondents were satisfied with the breakfast quality of service but two major gaps were noticed in the survey, the first gap is the customer expectation – management perception gap (gap 1), which needs more attention from management. The second was the difference between service quality specification and what is actually delivered (gap3). Tangibles and reliability in the dimension of service quality was also average.
Numerous researches into the paradigm (service quality) have been done by known scholars like Grönroos, Zeithaml just to mention a few. The author used existing conceptual framework on service quality gaps to guide the collection as well as the analysis of the primary data.
The author did his compulsory training at the Hilton Helsinki Airport hotel for four months and presently works with the hotel. The hotel been an upscale brand jealously guard its service quality which translate to the kind of service delivered to the Hotel guests. 81 questionnaires were applied during breakfast from as early as 5.30 till 10.00am between May 17 to May 21, 61 respondents returned the questionnaires while 20 did not return it. The results were analysed with the SPSS statistic software version 18.
Respondents were mostly returned business guests, while a handful were leisure guests. The findings show that most of the respondents were satisfied with the breakfast quality of service but two major gaps were noticed in the survey, the first gap is the customer expectation – management perception gap (gap 1), which needs more attention from management. The second was the difference between service quality specification and what is actually delivered (gap3). Tangibles and reliability in the dimension of service quality was also average.