Unit:
Κατεύθυνση ΛογιστικήLibrary of the Faculty of Economics and of the Faculty of Business Administration
Author:
Papageorgiou Vladimiros
Supervisors info:
Μάριος Μενεξιάδης, Δόκτωρ,Τμήμα Οικονομικών Επιστημών, ΕΚΠΑ
Original Title:
Το μοντέλο SERVQUAL ως εργαλείο του τμήματος εσωτερικού ελέγχου στις ξενοδοχειακές μονάδες
Translated title:
The potentiality of the SERVQUAL model, used as a tool by the internal audit department, in a hotel establishment
Summary:
The internal environment of hotel enterprises is characterized by complexity, which imposes the application of a reliable internal audit system. This secures the accurate implementations of the complicated procedures and by extension the optimal usage of the resources in order for the profit to be maximized. On the other hand, the external environment is highly competitive, which imposes the adaptation of a customer – oriented philosophy, directed to the maximization of the customer satisfaction.
The main objective of this paper is to investigate the potentiality of the SERVQUAL model, used as a tool by the internal audit department, in a hotel establishment. The central idea of this model is based on the concept which interprets the customer satisfaction as the gap between the expectations of his and the actual received service.
In the theoretical part of the present paper, the concept of the SERVQUAL is analyzed and supported by theories related to customer satisfaction. Moreover, there is a reference in the internal environment of a hotel from the perspective of internal audit while macroeconomic data is presented, indicating that the quality in the tourism industry might be in danger.
In the practical part, after describing the methodology of research, important risks, related to the quality service are tracked by analyzing the questionnaire. Through the methodology of internal audit, compensatory actions are suggested in order to alleviate the risks
Main subject category:
Social, Political and Economic sciences
Keywords:
SERVQUAL, internal audit, hotels, customer satisfaction, quality control
File:
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Διπλωματική εργασία.pdf
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