ACTIVITY 2

NAME: YUANNEL ROAEHR D. BALDOVINO SCORE:

COURSE: BSHM1 BLOCK 1 DATE: February 6, 2022

Part1-Identification: identify the term being described.

SERVICE QUALITY 1.It is usually expressed as a function of customers' expectations of the
service to be provided compared with their perceptions of the actual service experience.
THE FIVE GAP MODEL 2.This model shows the five major satisfaction gaps that organizations
must address when seeking to meet customer expectations.
SERVQUAL 3.This was developed to measure the service quality construct as defined by the
service quality model and the extended service model. It is used to measure consumers' and
service providers' expectations and perceptions.
PERCEIVED QUALITY SERVICE MODEL 4.It is a supportive tool to understand issues that affect
customers perceived quality in a business’s service.
PERCEPTION 5.These are defined as the consumer’s judgment of the service organization’s
performance.

Part 2- Pattern of Quality of Hotel Services Assessment: Identify the quality dimensions of the
criteria being described. Answer;
A. If fit refers to Tangibility
B. If it refers to Responsiveness
C. If it refers to Reliability
D. If it refers to Assurance
E. If.it refers to Empathy

D 1. Customers of excellent hotel will feel safe.

A 2. Employees at excellent hotel will be neat in their appearance.
B 3. Employees of excellent hotel will give prompt service to customers.
A 4. Excellent hotel companies will have modern looking equipment.
E 5. Excellent hotel be opened to customers 24 hours.
E 6.Excellent hotel will have employees who give customers personal service.
C 7.Excellent hotel will provide the service at the time they promise to do so.
D 8. The behavior of employees in excellent hotel will instill confidence in customers.
E 9.The employees of excellent hotel will understand the specific needs of their customers.
C 10. When a customer has a problem, excellent hotel will show a sincere interest in solving it.
Part 3- Answer the following questions briefly: (use the answer sheet provided).
1. Explain the significance of Quality in Hospitality and Tourism Industry.
2. Briefly explain the following:
a. The Five Gap Model
b. SERVQUAL Model
c. Perceived Quality Service Model
d. The Critical Incident Technique (CRIT)

ANSWERS:
1. The significance of Quality in Hospitality and Tourism Industry are as follows: increased
product and service quality; increased customer satisfaction; improved company competitive
ability and market strength; reduced business costs; increased business profits; increased
employee satisfaction; increased management quality; and improved company reputation and
reliability.

2. Briefly explain the following:

A. The Five Gap Model-It is a framework that can assist us in understanding customer
satisfaction. The model depicts the five major satisfaction gaps that businesses must address in
order to meet customer expectations. It primarily focuses on the customer (customer-oriented)
and aids in the clarification of the co-service process.

B. SERVQUAL Model- This model proposed a five-dimensional construct of perceived service

quality - tangibles, reliability, responsiveness, assurance, and empathy-with items reflecting
both expectations and perceived performance.SERVQUAL was created to measure the service
quality construct as defined by the service quality model and the extended service model.
SERVQUAL is a tool for measuring the expectations and perceptions of consumers and service
providers. This approach allows for the assessment of exceptions and perceptions gaps while
also providing a measure of the service quality and service delivery gaps. The disparity between
consumer expectations and perceptions is a result of several other gaps in the service delivery
process.

C. Perceived Quality Service Model-  the quality of a service, as perceived by the customer,
is the result of a comparison between the expectations of the customer and his or her real-life
experiences. If the “experienced quality” exceeds “expected quality,” the “total perceived
quality” is positive.

D. The Critical Incident Technique (CRIT)- Adopting the critical incident technique in the field of
tourism and hospitality industry entails asking tourists to list negative or positive aspects of the
destinations or services they have enjoyed, rather than asking them to rate their level of
satisfaction with each pre-determined holiday or destination attribute.