TAL031-2 – Managing Service in the Hospitality Sector




Information Technology

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TAL031-2 - Managing Service in the Hospitality Sector

You have been hired by your chosen organisation as a consultant and tasked with analysing data to report your findings on the service quality of the organisation. You should use the secondary data to conduct a SERVQUAL analysis. The Service Quality (SERVQUAL) scale has been widely used by scholars in the hospitality industry.

You are to select a suitable scale to measure the organisation’s service quality and provide a rationale for the chosen scale, including why other scales were less appropriate, and critically evaluate their service quality based on secondary data. As this is a Data Exercise, you must engage with secondary data. In your report you must also explain the credibility of your secondary data.

For this assessment, you are to identify a company or an organisation within a hospitality sector from the following:
• Museum
• Hostel
• Heritage Site
What do I need to do to pass? (Threshold Expectations from UIF)
In order to pass Assessment 1 you will need to:
• Demonstrate clear understanding of the concept of service quality in the hospitality sector
• Provide basic analysis of the secondary data using SERVQUAL and explain the data’s credibility
How do I produce high quality work that merits a good grade?
We will be filling this section in together in class in week 4 so make sure you have downloaded/printed out the Assignment Brief and bring it to the session with you.
How does assignment relate to what we are doing in scheduled sessions?
The concept of service quality will be covered within the first 2 weeks of lectures and seminars. You will be exposed to various online reviews and discuss how these reviews are used as secondary data to measure service quality. It is important that you identify the credibility of the source and how to make judgement of the value of these reviews.