The Hospitality Industry The Quality In Food And Service Is An Important Issue Of Efficiency And Satisfaction

“In the Hospitality Industry the quality in food and service is an important issue of efficiency and satisfaction”

Maria Beatriz Cadena M.

December 11, 2011










Author Note

Maria Beatriz Cadena M., Disney International College Programme, East Caroline University. Email: mabecade_m@hotmail.com.





“In the Hospitality Industry the quality in food and serviceis an important issue of efficiency and satisfaction”
The Hospitality Industry is one of the most diverse and specialized industry. Nowadays, it is an activity that increases the employment so contribute to the growth economy. That is why; the organizations must develop the business providing the best quality services to the customers. Certainly, the Hospitality Industry has tangible andintangible services. Therefore, service quality will be qualified by the customer satisfaction and it determines the success or failure of the business. Being aware that the customer is who determine the quality of service, it’s very important to ask: Why the efficiency and satisfaction are important issues in the service quality?
Tangible and Intangible Services
The Hospitality Industryis an activity that involves a continuous contact between service employees and customers. Consequently, the quality of both, product and service would be improving in order to obtain a superior quality service and achieve the client satisfaction. As Deborah Widjaja (2005) said, service encounter is one of the factors influencing customer perception of service quality, satisfaction and value.However, there are some other factors such as the evidence of service, product quality, image, the value and others which influenced evaluating the service quality and the client satisfaction.
It is clear that customers have an important role rating the quality service. According with Christian Gronroos (2000), there are two dimensions that identify the quality. The first one is the technicalquality which is the end result of a service production process. This is a tangible service. The technical evidence refers for example to the quality and presentation of food. Moreover, the functional quality refers to how the customer receives the service and his perception. This is an intangible service. It should be emphasized that both of them, tangible and intangible services influenced inthe customer satisfaction, therefore it’s very important the best quality in products and services. Furthermore, to evaluate the service in the Hospitality Industry, there are some issues to take in consideration. The reliability that is the ability to perform the service, the responsiveness which refer to provide prompt service, the assurance that inspire trust to the customers, empathy through apersonalized attention and tangible quality which refer to the physical appearance, equipment, materials and quality products. For D. Abdullah and F. Rozario (2009) service quality is influenced by expectation, process quality and output quality, thus the standard of service is defined by the customer experience. Seeking to reach the customer satisfaction, it’s very important the employee’sefficiency, therefore the human resource is fundamental in Hospitality Industry.
Efficiency: Human Resource
As I told before, Hospitality Industry is a service sector. Hospitality organizations believe that service quality is a key to increase the business. This is why; the human resource becomes essential to obtain a high level in quality service. The managements are always developinga culture organization looking for employees’ satisfaction and motivation. S. Irfan, M. Mohsin and I. Yousalf (2009) said that it’s very important to create an environment of superior quality in the company because; the quality service depends strongly with the efficiency of the employees. So, the company should create a commitment for maintain a service quality. This is why it is necessary to...