Management perception of service quality in the hospitality industry

4.2.3
 
Development concept 
Issue number 4 in turn concerns future implications for service quality. More precisely 
this issue seeks to identify what part or factor should be focussed on for improvement 
of service quality through the perceptions of service managers in practice. 
This was the one issue which complete the indication of the perception of 
management on service quality by presenting their priorities for improving service 
quality. 

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The results here indicated that staff be the focus for improvement. More precisely 
stressing the importance of human behaviour, human personality and attitude and how 
much value this adds to service delivery. This is a big element of the functional quality 
dimension. Not to forget that it is within the service encounters where the customer 
finalize their judgment on perceived service quality by using the dimensions; 
tangibles, 
reliability, responsiveness, assurance 
and
 empathy. 
 
The results indicate that by focussing on developing your employees by providing 
everything that is needed for them to deliver service is but half the work, it’s the own 
cultural differences, the own attitude of the employee which will finish this circle and is 
believed to be referred to as having a hospitable attitude. 
In summary of the results, each manager related differently to service quality on the job 
but more or less all mentioned customer service to relate to service quality. 
Different perspectives where given when asked to define service quality through their 
own perspective. Yet out of the four only two gave an answer relating to the working 
definition of service quality for this research. A proposed factor for this could be prior 
education in the field of hospitality but this is cannot be conclusive because of the size 
of the sample. 
The importance of understanding customer expectations was emphasized and how it 
can be used to better meet the needs of customers during service delivery. In addition 
the use of word of mouth and social media was mentioned to acquire such 
information. 
The main point for further developing or improving customer satisfaction through 
service quality by means of this research would be to focuses on the human element in 
the service delivery. 

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