Maslow 's Model Of Measuring Service Quality

Research can be defined as the search for knowledge, or as any systematic investigation, with an open mind, to establish novel facts, solve new or existing problems, prove new ideas, or develop new theories. Research can be divided into different steps in order to understand the whole process more in depth. The first step towards conducting research is to observe. Consistst of the subject area of ones interest and following that subject area to conduct subject related research. The subject area should not be randomly chosen since it requires reading a vast amount of

Research can be termed as an organised process, study or enquiry so that it helps to provide description, explanation and assumptions for the observation of the phenomenon. It can also be stated as a process of finding useful information and investigating the unknown to solve a realistic problem (Shuttleworth, 2008). The definition of research has been stated in Oxford dictionary as “the systematic way of investigation into and study of sources and information so as to establish ideas and facts

There is a particular way in which all research works are carried out. It starts with an issue. It is usually in the form of having little knowledge about the particular subject, knowledge gap or it is some kind of a puzzle. The next step once the identification of the problem is made, is to go through all existing relevant studies in an organized manner to identify potential visions or gaps. The third step is to narrow down the problem to make the hypothesis. When the research is at its end, it should either approve or dismiss the hypothesis. After the third step, the researchers must design the type of research they want to do. Then they must choose a method to successfully conduct the research.

This study is basically useful for the hotel management in the reservation in a way that it provides convenience both to the guest and the front desk officer.

Part 1 - All research activities begin with a question. Research, in its most basic form is the process of answering that question, or questions. Academic research, though, is a systematic process of collecting and analyzing information so that it increases the understanding of the phenomenon under study (Holton & Burnett, 2005). Regardless of the complexity or nature of the research project, there are at least eight characteristics that help define the process: 1) Research originates with a question or a problem; 2) Research requires a clear articulation of a goal; 3) Research follows a specific plan of procedure; 4) Research usually divides the principal problem into more manageable sub-problems; 5) Research is guided by the specific research problem, question, or hypothesis;6) Research accepts certain critical assumptions. These assumptions are underlying theories or ideas about how the world works; 7) Research requires the collection and interpretation of data in attempting to resolve the problem that initiated the research (Leedy & Ormrod, 2009).

In order to have the most applicable data for the investigation of what the viability of the hotel, the data collection modes that are most suitable for the research are both primary and secondary data collection methods. This is because both of them offer a wide array of information that is highly viable to the investigation. Despite the fact that primary data collection modes are preferred to secondary; one has to realize that the latter is cheaper and conveniently available by use of researchers at any given time. 1. The use of questionnaires - The purposes of asking questions is to identify what kind of preferences the clients have before going to a restaurant. One thing that is evident in all of these

Each researcher must look at what he or she wants to gain from his or her research and decide what methodology works best. Each methodology has pros and cons; the researcher has to weight each pro and con and decide what is best for the research project at hand. Each new research project is unique and how the researcher carries out the research project is unique as well.

SERVQUAL is a model used to measure service quality management in relation to customer service quality needs. It analyzes the gap between the two. In measuring service quality, SERVQUAL has been proved to be the most popularly used instrument in the past one decade. Oftenly, it is used to measure service quality of a service providing organizations to compare the expectations of customers beforehand and their perception in regard to the services being offered (Shahin, 2010). The model can be employed to assess the quality of services provided by any service organization, it being universal. Services are economic activities, they provide benefits, and create value for clients. As such, there is a need for measurement of their quality at specific points due to the desire for change, or on behalf of the customers that receive the services (Shahin, 2010).

Research is the basis of knowledge exploration. Research is search for truth. There is no alternative to truth and therefore no alternative to research. Without search there cannot be research. The meaning of research becomes clear after analyze the word – Re + Search. Research means investigation to discover new things. Research is performed in every field of human activity. Knowledge grows through research. Research is the process to generate knowledge through scientific methods. It could be described as the art and science of exploration, enquiry, experimentation, measurement, data collection, documentation, analysis and testing hypothesis.1 Through knowledge research provides perspectives to the past and the present, and opens up new directions

Nowadays, customers have been continually aware about quality of service (Soriano, 2002). Service also plays an importance role in a restaurant. A good service can attract customer purchase in their restaurants. Service quality is usually defined as the customer’s judgment of the overall excellence or superiority of the service to the customer (Zeithaml, 1988). Based on the theory, Parasuraman et al. (1988) developed SERVQUAL to measure service quality. SERVQUAL consists of five dimensions which are reliability, responsiveness, empathy, assurance, and tangibles. Customers evaluate the service quality based on these 5 distinct dimensions. Firstly the tangibility refers to appearance of physical facilities, equipment, and appearance of personnel. Reliability indicates ability to perform the promised service dependably and accurately while responsiveness represents the ability to provide prompt service and willingness to help customers. Besides that, assurance is defined as an employee’s knowledge and courtesy and their talent to provide trust and confidence to the customers. Last but not list is empathy means caring, individualized attention the firm provides to its customers. According to (Andaleeb & Conway, 2006) , among the

Before a researcher can initiate a research project, they face the confusion and the range of theoretical perspectives, methodologies, methods, and the philosophical basis that encompasses them all. This seemingly meticulous structure for the research process is in fact aimed toward providing the researcher with a ‘scaffolding’, or a direction which they can go on to develop themselves to coincide with their particular research purposes. (Crotty, 1998)

Saunders, Lewis and Thornhill (2012, p.127) described the research philosophy as overarching term relating to the development of knowledge and nature of that knowledge. In order to understand the research philosophies and approaches Saunders, Lewis and Thornhill (2012) used the analogy of an onion to model the different stages of decision making required to develop the best choice for a research strategy (Figure 2). These layers were; Philosophies, Approaches, Strategies, Choices, Time horizons and finally techniques and procedures which includes data collection and data analysis.

In this report, an investigation of the different aspect of the hotel will be made in comparison to the case study written by Stephan Michel in 2005. First of all the marketing mix shall be analyzed and explained in

Customer satisfaction is the most important gadget which makes the organization makeable, survive and face competition. The concept of internal marketing is the upcoming topic and it creates an attention amongst the researchers. The term internal marketing has been focused on two parts i.e. Employees (internal market) and customers (external market) to provide services and conduct the business. It has been recognized in a hotel industry, they are the customers who make the hotel industry grow or vanish. The research we have selected is internal marketing in hotel industry. The main reason to investigate on workers, who are satisfied with the attitude of the

Hospitality and tourism have evolved into truly global industries are dispersed worldwide. Due to changes in lifestyle, the services offered by hospitality businesses are now considered to be necessities. Consequently, during the past decade, there has been an exponential growth in hospitality businesses to meet the demands of the growing market. Today, hospitality organizations are faced with intense competition. Hence, in the scheme of business, it has become apparent that the ultimate goal of any organization in a hyper- competitive market, is to maintain a loyal customer base. It is essential for any hospitality organization to seek opportunities to gain a competitive advantage by adopting various