Hospitality product quality

Hospitality product quality
See also
Brand equity measure Sales techniques Product structure Marketing Criteria for selecting suppliers Customer requirements Marketing research Perceived quality Value for money

Hospitality product quality is very important for the modern tourist, who attaches great importance and focus on quality of life, and increasingly chooses products and services best suited to his expectations, that is, one that has the appropriate quality. It becomes the main instrument of competition in the market. It is also confirmed by the Institute of Internal Market and Consumer Sciences. According to it, among the tools used by the competitive struggle firms, is crucial in order:

1. Quality - 72% of responses,
2. Price - 61%,
3. Level of service - 55%,
4. Other (e.g., attractive location, staff, wider range of services).

Fig.1. Hopitality product quality in SERVQUAL model

Assessment of the level of hospitality product quality is a very important part of the process of its improvement. Without it we would not be possible to determine the directions of improving and raising the level of service quality. The quality level can be defined as the described values of individual features and characteristics which make up the service. Each state corresponds to a certain level of fulfilling the needs of consumers, and thus also their level of satisfaction. The higher level of consumer satisfaction, the higher level of quality and improved rating. The measurement of quality is therefore an estimate of the degree to which hospitality service meets expectations and needs of hotel guests.

It should be noted that no one except the consumer can not precisely determine whether their needs were met. Therefore, quality assessment can not take place without the participation of client. Less important is what the provider thinks about his service, it is important how the client sees it. Without knowing the opinion of the consumers all activities focused on quality will be burdened with a large risk of failure. An extremely important feature influencing the service quality research is the dominance of intangible elements, impermanence and the inseparability of acts of creation and consumption, which implies the presence of the customer for the service. All this makes the assessment of service quality must be made during the service by those who participate in the process and / or know it thoroughly. Of course, these are customers.

There are several sources of knowledge to gather the consumer opinions. These are:

• Book of wishes and concerns of the customers,
• Analysis of claims,
• Quality control by an anonymous researcher called the "mystery client",
• guests surveys,
• Employees and managers of hospitality firms having extensive knowledge in respect of the experience, skills, customer follow-up, conduct direct interviews with customers.

See also:

• Hospitality services quality

Examples of Hospitality product quality

• Accommodation: Quality of the room, cleanliness, comfort, ambiance, amenities, and hospitality.
• Food: Quality of the ingredients, presentation, taste, variety, and freshness.
• Service: Quality of staff, customer service, response times, quality of advice, and hospitality.
• Facilities: Quality of facilities, maintenance, cleanliness, availability, and safety.
• Entertainment: Quality of entertainment, variety, and safety.
• Technology: Quality of technology, reliability, speed, and safety.
• Activities: Quality of activities, variety, and safety.
• Prices: Quality of prices, value for money, and pricing strategies.

Advantages of Hospitality product quality

Hospitality product quality is an important element of the competitive struggle for firms in the modern tourism market. The following are some of the advantages of hospitality product quality:

• It provides customers with a reliable expectation of quality, allowing them to make informed decisions about their purchases.
• It can be used to differentiate a business from competitors, by providing a unique and superior product or service.
• High quality products and services can result in increased customer loyalty and repeat business.
• Quality products have the potential to attract more customers, as they can be advertised as being of a higher standard than those of competitors.
• Quality hospitality products can lead to greater customer satisfaction, resulting in positive word-of-mouth promotion that can benefit the business.
• Quality hospitality products can help to establish a brand identity and reputation that can be beneficial to the business in the long-term.

Limitations of Hospitality product quality

Despite the importance of product quality in hospitality services, there are certain limitations that should be taken into account. These include:

• Limitations in the resources available to the company, such as financial, personnel, or technological resources. This can lead to a lack of investment in product quality and cause the services to be of a lower standard than desired.
• Lack of customer feedback or awareness. If customers are not aware of the quality of services they receive, they may not be able to make an informed decision on their choice of hospitality provider.
• Limitations on the ability to monitor quality. Without an effective quality assurance system, hospitality services may not meet customer expectations.
• Shortage of skilled labor. Without experienced staff, hospitality services may not be able to provide the quality services customers expect.
• Difficulty in adapting to changing customer needs. Without an effective system in place to identify and respond to customer needs, hospitality services may struggle to keep up with customer demands.

Other approaches related to Hospitality product quality

• Creating a Customer-centric Environment: Developing a customer-centric approach to hospitality service delivery is essential to achieving high-quality products and services. This involves creating an atmosphere of hospitality and customer service that is tailored to the needs of customers.
• Utilizing Cutting Edge Technology: The use of cutting edge technology in hospitality products and services is essential for both the customer experience and the bottom line. This includes implementing the latest mobile and digital technologies to provide a seamless customer experience.
• Quality Assurance and Control: Establishing a quality assurance program based on industry standards and best practices is essential to ensure a consistent, high-level of customer satisfaction. This includes having effective policies and procedures in place to monitor and measure customer satisfaction.
• Continuous Improvement: It is important to continuously strive for improvement in hospitality product quality. This includes listening to customer feedback and regularly updating products and services to ensure they meet customer expectations.

In summary, other approaches related to the hospitality product quality include creating a customer-centric environment, utilizing cutting edge technology, quality assurance and control, and continuous improvement. All of these strategies are essential for ensuring both customer satisfaction and a successful bottom line.

References

• Narangajavana, Y. (2007). The Relationship of the Hotel Rating System and Service Quality (Doctoral dissertation, Oklahoma State University).
• Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82.
• Wong Ooi Mei, A., Dean, A. M., & White, C. J. (1999). Analysing service quality in the hospitality industry. Managing Service Quality: An International Journal, 9(2), 136-143.
• Morrison, A. M. (1996). Hospitality and travel marketing (No. Ed. 2). Delmar Publishers.