Republic of the Philippines

LEYTE NORMAL UNIVERSITY

P. Paterno Street, Tacloban City

THC 103 – QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY INDUSTRY

Name: Quinabato, Mariel B. Date: November 8, 2021

Course Year and Section: BSHM 45 Schedule: TF 1-2:30 pm

ANSWER SHEET
Module 5
Activity

I.
1. T
2. T
3. T
4. T
5. F
II.
1. E
2. C
3. D
4. A
5. B

A. Analysis
1. Customer satisfaction, in my opinion, is a metric that indicates how effectively a company's
products or services meet the needs of its customers. It's one of the most crucial measures
of client loyalty and buying intent. As a result, it aids in forecasting revenue and business
growth.
2. For myself, I'd like to utilize SERVQUAL to assess the quality of service in a restaurant or
hotel. I'll make a SERVQUAL Questionnaire that may be used to assess the service quality.
Through a survey, we can ask customers to rate the delivered service compared to their
expectations.
3.1. REPUTATION MANAGEMENT - The technique of shaping stakeholder perceptions and
public discourse about a business and its brands is known as reputation management.
Monitoring perceptions and dialogues, responding to reputation threats, and proactively
grabbing opportunities to improve reputation are all part of the process.
3.2. GUEST REVIEWS are subjective opinions of guests' experience of staying at a property.
3.3. STAR RATING an internationally recognized symbol for quality accommodation
standards. They are used in more than 70 countries worldwide and reflect the cleanliness, quality and
condition of guest facilities while BUBBLE RATINGS the guest satisfaction ratings reflect guests
experience in different categories.
3.3. TRIP ADVISOR is a travel website that assists customers in gathering travel information,
posting reviews and opinions of travel-related content and engaging in interactive travel forums.
TripAdvisor was an early adopter of user-generated content.
 Republic of the Philippines
LEYTE NORMAL UNIVERSITY
P. Paterno Street, Tacloban City

THC 103 – QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY INDUSTRY

4. Send an automatic email a few days after the guest leaves. A heartfelt email thanking the
guest for their stay and inviting them to provide feedback can be extremely effective in getting
reviews.

B. QUIZ 5
1. A
2. B
3. B
4. B
5. B
6. A
7. D
8. C
9. C
10. B

C. Application

1. It’s a café here in our town. I ask the owner how they evaluate they’re service. I discovered
through the interview that they are using SERVQUAL. I ask the owner and he said that he is
asking every customer about their experience in the café. He said that they are doing it
because they want to know the experience in the café. By that they will know the experiences
of there customers about there service.
2. I have a better understanding about SERVQUAL now. I also learned that reviews from
customers are necessary because it helps the business in doing better about their service. So
in order to get a better review the service offered should really the standard.
Submitted to:

DR. NESTOR C. SEDANZA

Course Professor
Note: Use more sheets if needed.