Service quality of hotels in Pretoria
Thesis (M.Tech: Tourism and Hospitality Management)--Tshwane University of Technology, 2012. === In today’s volatile business environment, more and more hotels are competing for a larger share in the marketplace and customer-driven quality management is becoming the preferred method for improved per...
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| Format: | Others |
| Language: | en |
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2012
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| Online Access: | http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1000508 |
| Summary: | Thesis (M.Tech: Tourism and Hospitality Management)--Tshwane University of Technology, 2012. === In today’s volatile business environment, more and more hotels are competing for a larger share in the marketplace and customer-driven quality management is becoming the preferred method for improved performance. Quality service offered to guests has become a guaranteed strategy to gain competitive advantage. The level of service rendered by a hotel is the telling factor which determines whether or not it will have repeat visits from those guests who have patronised it. Well satisfied customers are also free advertising agents for an hotel as they will refer their friends and relatives to the hotel that they believe offers quality service. |
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