Main Article Content
This paper aims to explore the integration of Service Quality (SERVQUAL) and two specific Total Quality Management (TQM) techniques -benchmarking and Ishikawa diagram- to improve quality in the service industry, particularly in the hospitality industry. The survey was administered to respondents at one five-star hotel in Bandung City, Indonesia. Benchmarking was conducted to compare this hotel to two other hotels at similar levels and within geographical proximity. Ishikawa analysis was then performed to analyze potential causes. The results of the study identified eleven negative score attributes (out of twenty-one) from SERVQUAL, which was in line with the benchmarking results. The Ishikawa diagram showed the root causes of these attributes and helped with developing ideas for practical quality improvements in the future. Most studies in the hospitality industry have examined SERVQUAL and TQM separately. Our study contributes uniquely to the existing literature by providing insight into the combination of SERVQUAL and two TQM specific tools to improve quality operations in a hospitality setting.
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Ciptaan disebarluaskan di bawah lisensi Creative Commons Atribusi-NonKomersial 4.0 Internasional .
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170–192. https://doi.org/10.1016/j.ijhm.2005.08.006
Ali, S. S., Basu, A., & Ware, N. (2018). Quality measurement of Indian commercial hospitals–using a SERVQUAL framework. Benchmarking: An International Journal.
Alonso-Almeida, M. del M., Rodríguez-Antón, J. M., & Rubio-Andrada, L. (2012). Reasons for implementing certified quality systems and impact on performance: An analysis of the hotel industry. The Service Industries Journal, 32(6), 919–936. https://doi.org/10.1080/02642069.2010.545886
Ayunisa, F. (2018). Peran servicescape dalam meningkatkan hotel image dan revisiting intention pada hotel bintang 5. Jurnal Manajemen dan Pemasaran Jasa, 9(2), 269. https://doi.org/10.25105/jmpj.v9i2.1676
Azis, Y., & Harsanto, B. (2012). Improving small business performance: Lessons learned from MBNQA winners. International Journal of Business and Management Studies, 4(1), 181–190.
Bakar, R. M., Damara, Z. F., & Mansyur, A. Y. (2020). Post-service recovery emotion and customer trust: The role of satisfaction as mediation. Jurnal Manajemen dan Pemasaran Jasa, 13(1), 17. https://doi.org/10.25105/jmpj.v13i1.5900
Castro, V. F. de, & Frazzon, E. M. (2017). Benchmarking of best practices: An overview of the academic literature. Benchmarking: An International Journal, 24(3), 750–774. https://doi.org/10.1108/MBE-09-2016-0047
Dedeoğlu, B. B., & Demirer, H. (2015). Differences in service quality perceptions of stakeholders in the hotel industry. International Journal of Contemporary Hospitality Management, 27(1), 130–146.
Harsanto, B. (2013). Dasar ilmu manajemen operasi. Unpad Press.
Ilyasa, M. A. R., Bernik, M., & Harsanto, B. (2016). Implementation of six sigma method in small and medium enterprises (SMEs)(Case Study on CV. Berkah Abadi). Jurnal Bisnis dan Manajemen, 17(1), 1–12.
Ishikawa, K. (1985). What is total quality control? The Japanese way. Prentice-Hall.
Llach, J., Alonso-Almeida, M. D. M., Martí, J., & Rocafort, A. (2016). Effects of quality management on hospitality performance in different contexts. Industrial Management & Data Systems, 116(5), 1005–1023. https://doi.org/10.1108/IMDS-06-2015-0235
Markovic, S., & Raspor, S. (2010). Measuring perceived service quality using SERVQUAL: A case study of the croatian hotel industry. Management, 5(3), 195–209.
Min, H., & Min, H. (2015). Benchmarking the service quality of airlines in the United States: An exploratory analysis. Benchmarking, 22(5), 734–751. https://doi.org/10.1108/BIJ-03-2013-0029
O’Neill, J. W., & Mattila, A. S. (2010). Hotel brand strategy. Cornell Hospitality Quarterly, 51(1), 27–34.
OECD. (2012). Innovation in services: The role of R&D and R&D policies (INNOSERV).
Ostrom, A. L., Parasuraman, A., Bowen, D., Patrício, L., & Voss, C. A. (2015). Service research priorities in a rapidly changing context. Journal of Service Research, 18, 127–159. https://doi.org/http://dx.doi.org/10.1177/1094670515576315 A
Oxford Economics. (2015). The economic contribution of the UK hospitality industry. https://doi.org/10.1257/jel.46.1.3
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality. Journal of Marketing, 49(4), 41–50.
Pereira-Moliner, J., & Tarí, J. J. (2015). Quality certification, performance, and size in hotel chains. Tourism Economics, 21(2), 307–324. https://doi.org/10.5367/te.2013.0352
Prasetyo, S. C., & Harsanto, B. (2019). Integration of quality function deployment and Kano model in service business. Jurnal Manajemen, XXIII(03), 412–427.
Prayudha, A. N., & Harsanto, B. (2014). Measuring service quality in hotel X Bandung. ISTMET 2014 - 1st International Symposium on Technology Management and Emerging Technologies, Proceedings, Istmet, 230–234. https://doi.org/10.1109/ISTMET.2014.6936511
Rubio-Andrada, L., Del Mar Alonso-Almeida, M., & Rodríguez-Antón, J. M. (2011). Motivations and impacts in the firm and stakeholders of quality certification: Evidence from small- and medium-sized service enterprises. Total Quality Management and Business Excellence, 22(8), 833–852. https://doi.org/10.1080/14783363.2011.593858
Sari, A., Ambarwati, D. A. S., & Ramelan, M. R. (2020). The mediation relationship of customer satisfaction between service quality and repurchase intention on e-commerce in Indonesia. Jurnal Manajemen dan Pemasaran Jasa, 13(1), 137. https://doi.org/10.25105/jmpj.v13i1.6102
Sarstedt, M., Bengart, P., Shaltoni, A. M., & Lehmann, S. (2018). The use of sampling methods in advertising research: A gap between theory and practice. International Journal of Advertising, 37(4), 650–663.
Stauss, B., & Weinlich, B. (1997). Process-oriented measurement of service quality: Applying the sequential incident technique. European Journal of Marketing, 31(1), 33–55.
Talib, F., Rahman, Z., & Qureshi, M. N. (2011). Benchmarking: An international journal analysis of interaction among the barriers to total quality management implementation using interpretive structural modeling approach. Benchmarking: An International Journal, 18(4), 563–587. https://doi.org/10.1108/MBE-09-2016-0047
Tarí, J. J., & Sabater, V. (2004). Quality tools and techniques: Are they necessary for quality management? International Journal of Production Economics, 92(3), 267–280. https://doi.org/10.1016/j.ijpe.2003.10.018
Testa, M. R., & Sipe, L. (2012). Service-leadership competencies for hospitality and tourism management. International Journal of Hospitality Management, 31(3), 648–658.
Wang, C.-H., Chen, K.-Y., & Chen, S.-C. (2012). Total quality management, market orientation, and hotel performance: The moderating effects of external environmental factors. International Journal of Hospitality Management, 31(1), 119–129.
Wong, K. C. (2011). Using an Ishikawa diagram as a tool to assist memory and retrieval of relevant medical cases from the medical literature. Journal of Medical Case Reports, 5(1), 120. https://doi.org/10.1186/1752-1947-5-120
Yang, C. C., Jou, Y. T., & Cheng, L. Y. (2011). Using integrated quality assessment for hotel service quality. Quality and Quantity, 45(2), 349–364. https://doi.org/10.1007/s11135-009-9301-4
Zaibaf, M., Taherikia, F., & Fakharian, M. (2013). Effect of perceived service quality on customer satisfaction in hospitality industry: Gronroos’ service quality model development. Journal of Hospitality Marketing & Management, 22(5), 490–504. https://doi.org/10.1080/19368623.2012.670893
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.