Page 83 - مراقبة_merged_Neat4فنادق ثان

Quality and Food Safety Management in Food
Service Industry

purchase and consumption. When competing service are very
similar, service quality may be the only way for customers to
distinguish between them.

Satisfying the results in: increased revenues and profits;
increased function sales; long-term guest relationships and
employee job satisfaction and retention. The delivery of high
quality service is the shortest path to increasing guest
satisfaction, reducing complaints and decreasing operational
costs.

There are five principle dimensions that guests use to
judge service quality. They are:

 Reliability: means the ability to perform the promised
service accurately
 Responsiveness: means the willingness to help all the
customers and to provide prompt service
 Assurance: means the knowledge and courtesy of
employees and their ability to convey trust and confidence
 Empathy: means caring and individualized attention to
customers.
 Tangible: means the appearance of physical facilities,
equipment, personnel and communication materials.