Management perception of service quality in the hospitality industry

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Purpose of Research & Research Questions 
Therefore this study focusses on the management’s perception of the service quality 
management process. Whether management understand what service quality is, what it 
means, how to manage quality, how customers evaluate quality, or what issues exist for 
operational management relating to management of service quality.
So to say, the problem definition regarding this study is how operational management 
perceive service quality in their properties. The aim of this problem definition is to 
understand whether operational management actually have the right understanding of 
what service quality is, the actually focal points or priorities and then the method of 
practice. This entails knowledge, attitude, and perception on the concept and actual 
practice of the concept.
An early assumption could be that the results would indicate negative implications 
towards management’s actual understanding and awareness of service quality. But this 
is deemed to be proven at the end of this study. This is not a hypothesis, more a 
statement based on current knowledge and understanding so far. 

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Furthermore, in order to reach pivotal point in reaching a conclusion this study needs 
to answer the following research issues: 
−
What is the definition of service quality? 
−
What are the factors that influence service quality? 
−
Is there a process for service quality management? Any models? 
−
How service quality measured by customers and by management? 
By addressing these core issues it will be possible to create an understanding what 
service quality is in total as well as having an assumption or expectation of how 
management should perceive service quality to be and its functions and applicability to 
operations. Having done this, the information would be used to benchmark against 
what is actually happening in the hospitality industry now a days.