Analysis of Front Office Service Quality and Their Impact on Customer Satisfaction in the Hotel Industry

Hevesi Dejan Ernő (2024) Analysis of Front Office Service Quality and Their Impact on Customer Satisfaction in the Hotel Industry. Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar.

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Absztrakt (kivonat)

The study extensively explores the crucial role of service quality in hotel front offices and its profound impact on customer satisfaction. The research study employs a descriptive research design to examine how hotel standard operating procedures (SOPs) impact service quality and customer satisfaction. Through surveys conducted at the Marmara Hotel in Budapest, the study meticulously analyses the impacts of five fundamental service quality characteristics—“tangibles, reliability, responsiveness, assurance, and empathy—on customer satisfaction”. Tangibility is a significant driver of customer satisfaction, emphasizing the need for strategic investment in physical elements such as lobby decor and facilities. Reliability takes centre stage, with consistent smiles, courteous greetings, and neat appearances of front-office employees playing a pivotal role in positively influencing customer satisfaction. The study empirically supports the positive influence of reliability on overall customer satisfaction. Additionally, responsiveness proves to be a critical factor, addressing customer needs promptly and contributing not only to satisfaction but also to the financial success of the hotel business. Assurance, reflecting competence, politeness, and effective communication, moderately impacts customer satisfaction, with its influence overshadowed by tangibility and responsiveness. The study empirically supports the positive association between assurance and customer satisfaction. Empathy, another dimension of front-office service quality, emerges as a crucial element positively linked to customer satisfaction. The study emphasizes that empathetic interactions are pivotal in shaping hotel customers' perceptions and likelihood of returning. Beyond the research findings, the study's practical implications extend to academia and the hospitality industry. It contributes valuable insights for educating future professionals, emphasizing essential characteristics for front-office employees to assure optimal customer satisfaction. Moreover, the research study underscores the strategic importance of well-established hotel SOPs, serving as tangible guidelines for efficient operations and fostering service consistency. Integrating these findings into educational curricula equips students with a comprehensive understanding of the multifaceted role of front-office employees, preparing them for the dynamic challenges of the hospitality sector. The emphasis on SOPs extends beyond academia to industry practice, highlighting their strategic role in achieving total quality excellence and ensuring customer satisfaction within the competitive sector of the hotel industry.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar

Tanszék

Vendéglátás Tanszék

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Turizmus-vendéglátás

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	21th century, customer satisfaction, Front Office, hotel industry, service quality
SWORD Depositor:	Archive User
Felhasználói azonosító szám (ID):	Archive User
Rekord készítés dátuma:	2024. Júl. 15. 10:12
Utolsó módosítás:	2024. Júl. 15. 10:12

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