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Journals / Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi / 2008 / Cilt: 9 - Sayı: 1

A QFD and SERVQUAL Approach to Hotel Service Design

Aysun Kapucugil IKİZ
Ali MASOUDİ
Pages
17–31
Publication Date
2008-03-01
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

This integration of SERVQUAL and QFD approaches in the conceptual Hotel of Quality model has been illustrated through a case study.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:Current challenges facing the hotel service providers, such as “high customer demands on quality”, “increasing competition for high customer satisfaction” and “the demand for full services”, are directly related to better understand the attributes of hotel services and improve the service design characteristics accordingly.
📊
Key Findings & Data:In service quality literature, SERVQUAL is the most widely used structure to measure customer expectations and perceptions.
💡
Conclusion & Impact:This integration of SERVQUAL and QFD approaches in the conceptual Hotel of Quality model has been illustrated through a case study.
🔬Design:Modeling & Simulation
📍Scope:Comprehensive Sample
⚙️Variables:Quality Function Deployment · SERVQUAL · Hotel Service Design

Abstract

Current challenges facing the hotel service providers, such as “high customer demands on quality”, “increasing competition for high customer satisfaction” and “the demand for full services”, are directly related to better understand the attributes of hotel services and improve the service design characteristics accordingly. In service quality literature, SERVQUAL is the most widely used structure to measure customer expectations and perceptions. Quality Function Deployment (QFD) method is also a suitable means and works well to support the development of a wide range of services although it is originally stemming from product development. This study describes the development of a conceptual framework to measure the hotel service quality using the SERVQUAL model as a starting point, and then identifies service design and hotel guests’ requirements using a QFD approach. This integration of SERVQUAL and QFD approaches in the conceptual Hotel of Quality model has been illustrated through a case study.

Özet

Current challenges facing the hotel service providers, such as “high customer demands on quality”, “increasing competition for high customer satisfaction” and “the demand for full services”, are directly related to better understand the attributes of hotel services and improve the service design characteristics accordingly. In service quality literature, SERVQUAL is the most widely used structure to measure customer expectations and perceptions. Quality Function Deployment (QFD) method is also a suitable means and works well to support the development of a wide range of services although it is originally stemming from product development. This study describes the development of a conceptual framework to measure the hotel service quality using the SERVQUAL model as a starting point, and then identifies service design and hotel guests’ requirements using a QFD approach. This integration of SERVQUAL and QFD approaches in the conceptual Hotel of Quality model has been illustrated through a case study.

🔖

Cite This Article

IKİZ, A. K., MASOUDİ, A. (2008). A QFD and SERVQUAL Approach to Hotel Service Design. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, Cilt: 9 - Sayı: 1, 17–31. https://ajindex.com/articles/74526

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