Bachelors thesis

2.3 Influence quality service on satisfaction guests
Since a few decades ago, academics and practitioners have regarded service quality and customer happiness as their top areas of research. But today, the majority of people are concerned with developing strong customer loyalty. Brand perception among consumers will significantly influence corporate decisions and consumer behavior. Service quality, according to Gundersen et al. (1996), increases profitability.
Zeithamlet et al. ( 1985) completed a study in which established ten important criteria for evaluating the level of quality of the services offered to clients. These include being responsive, reliable, tangible, credible, communicative, secure, competent, and understanding the needs of the customer. Zeithamlet et al. ( 1990) introduced the five-dimensional SERVQUAL scale to evaluate service quality. These characteristics include: responsiveness, reliability, assurance, tangibility, and empathy. There is a stronger relationship between these constructs. According to Abdullah and Abdul Rahman (2015), quality is defined as whatever the buyer views to be a quality because it is centered on consumer perceptions. (Anwar & Abdullah, 2021) assert that expectations and quality standards are two factors that affect how consumers perceive products. Expectations refer to what the client should actually receive from the service provider (Anwar & Shukur, 2015).
According to article of Luchina N.A., the main requirements must be carefully considered and followed to in order to achieve services at the required level is:00000
-speed of service - staff members must always be ready to help guests as needed;
- standards for appearance and personal hygiene;
- criteria for correctness in order execution, adaptability, and flexibility;
- requirements for understanding of the job, attention to detail, patience, responsibility, and initiative;
-respect, kindness, enthusiasm, and a desire to assist;
- Being able to multitask and complete tasks.