Session 3 Assignment
Assignment 3
Q2 Classify the following customer requirements for a hotel using the five key dimensions service quality-reliability, assurance, empathy, tangible or responsiveness.
a. Hotel equipment is always functioning: Reliability.
b. Hotel management is knowledgeable to answer guest's questions: Assurance.
c. Hotel services are provided as promised: Reliability.
d. Hotel has well-dressed staff: Tangibles.
e. Hotel has comfortable beds, furniture and fittings: Tangible.
f. Guests feel safe as services delivered to their rooms: Responsiveness.
g. Hotel staff is always willing to help guests: Responsiveness.
h. Hotel furnishing appear to be clean and shiny: Tangible.
i. Guest receive individual attention: Empathy.
j. Guests feel that hotel services are provided at a competitive and affordable price: Reliability/Assurance.
Q3 Consider the following expectations for a fast food restaurant. Classify them as dissatisfiers, satisfiers, or exciters /delighters. Justify your reasoning.
a. Special prices on certain days: This will come as exciters/delighters because any special pricing will be considered as a promo and that is an unexpected feature.
b. Food is safe to eat: Food being safe is the basic necessity that has to be met so this is a dissatisfiers.
c. Hot food is served hot: When going to a restaurant I expect hot food to be hot, like fumes coming out of it, not being so will be a dissatisfiers.
d. Service is friendly: When going to a restaurant I expect the staff to be friendly and with a smile, not being so will be a dissatisfiers.
e. Background music: I expect the restaurant to be quite but having a light background music will be satisfiers but when the music becomes noisy I consider it as dissatisfiers.
f. Play land for children: Having a play land will be satisfiers as not all the restaurants are big enough to accommodate the play area.
g. Restaurant is clean inside: Again for the food to be hygienic the place should be clean and should be without flies
Q2 Classify the following customer requirements for a hotel using the five key dimensions service quality-reliability, assurance, empathy, tangible or responsiveness.
a. Hotel equipment is always functioning: Reliability.
b. Hotel management is knowledgeable to answer guest's questions: Assurance.
c. Hotel services are provided as promised: Reliability.
d. Hotel has well-dressed staff: Tangibles.
e. Hotel has comfortable beds, furniture and fittings: Tangible.
f. Guests feel safe as services delivered to their rooms: Responsiveness.
g. Hotel staff is always willing to help guests: Responsiveness.
h. Hotel furnishing appear to be clean and shiny: Tangible.
i. Guest receive individual attention: Empathy.
j. Guests feel that hotel services are provided at a competitive and affordable price: Reliability/Assurance.
Q3 Consider the following expectations for a fast food restaurant. Classify them as dissatisfiers, satisfiers, or exciters /delighters. Justify your reasoning.
a. Special prices on certain days: This will come as exciters/delighters because any special pricing will be considered as a promo and that is an unexpected feature.
b. Food is safe to eat: Food being safe is the basic necessity that has to be met so this is a dissatisfiers.
c. Hot food is served hot: When going to a restaurant I expect hot food to be hot, like fumes coming out of it, not being so will be a dissatisfiers.
d. Service is friendly: When going to a restaurant I expect the staff to be friendly and with a smile, not being so will be a dissatisfiers.
e. Background music: I expect the restaurant to be quite but having a light background music will be satisfiers but when the music becomes noisy I consider it as dissatisfiers.
f. Play land for children: Having a play land will be satisfiers as not all the restaurants are big enough to accommodate the play area.
g. Restaurant is clean inside: Again for the food to be hygienic the place should be clean and should be without flies