Evaluating service quality in a UK hotel chain: a case study

Abstract

Service quality is a growing concern for many service firms in the UK. Today service firms are paying more attention than ever to the needs and expectations of the customers by consistently improving the quality of service provided to their customers. This paper briefly explores the relation between service quality and business performance followed by an assessment of service quality as a framework. The case study focuses on a hotel group in UK, where service quality was measured at six different locations. The findings from the research unveiled that there were significant variations for service quality between the six hotels.

Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives

“…For example, Bolton and Drew (1994, p. 176) argue ''customer satisfaction y depends on preexisting or contemporaneous attitudes about service quality''. Antony et al (2004) investigate the relationship between service quality and customer satisfaction in UK hotels. The results also show that service quality emerged as an important determinant of customer satisfaction.…”

Levels of quality and environmental management in the hotel industry: Their joint influence on firm performance

“…Furthermore, although there are studies that have examined QM (Camisó n, 1996;Partlow, 1996;Kimes, 2001;Gustafsson et al, 2003;Antony et al, 2004) and EM (Kirk, 1995(Kirk, , 1998Mihalič, 2000;Chan and Ho, 2006;Chan and Wong, 2006) in the context of the hotel industry, the relationships between QM, EM, and performance have not been examined so deeply in the literature relating to the hotel industry in comparison to other industries. In addition, to our knowledge, empirical studies of the effects of the joint commitment to QM and EM practices on firm performance have not been conducted.…”

Quality analysis of hotel services using SERVQUAL methodology

“…Antony et al [3] measured service quality in six hotels belonging to one British hotel chain, using modified SERVQUAL methodology. A three-star hotel chain in question belongs to the medium price segment.…”