| Summary: | The report is created as a result of rigorous thesis, anti-thesis and
synthesis. The presented thesis/dissertation is based on the concept of
TQM, also known as Total Quality Management in hospitality industry. In
doing so, the industry has been scrutinized to a magnified level where all
its elements are featured from bi-dimensional perspective i.e. of the
customers‘ as well as of the management‘s. This discusses topics that
have the ability or capacity to define the term in an analytical way.
SERVQUAL is one of the major applications that have been discussed
here, with an intricate assessment on the same. This entails the utilization
of the same in the field of hospitality. Moreover, one must know the fact
the concept of hospitality is service oriented and aimed at meeting the
needs of the customers; therefore, the management of any random
company should be in a position to evaluate the impacts of its tangible
and intangible provisions and hence, improvise on the same if needed.
In order to incorporate management limitation the SERVQUAL model was
modified, this modified model has been tested in few hotels and
restaurants. Hereby, a detailed approach has been taken in this thesis
presentation.
Apart from all these, a correlation has been attempted to be established
through studying the questionnaires designed as per both the
perspectives.
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