Presentationon

Service Quality of Ruposhi Bangla Hotel

•To be aware of facilities & services available in luxury hotels of

Bangladesh

• To understand service quality of Ruposhi Bangla Hotel.

•To identify the opinions of hotel guests on service quality.

•To draw conclusions about the adequacy and efficiency of service

quality standards of Ruposhi Bangla Hotel.

Research Objectives

Service quality is generally viewed as the output of the service delivery system.

In particular, it is the difference between expectations of service & perceptions of service actually received.

Service Quality

Tangible aspects of service quality involves what guests/clients can see, touch, hear, & smell upon the delivery of the services. So, it basically involves physical facilities, equipment, and appearance of employees.

Intangible aspects of service quality involves the manner by which services

are delivered.

Measuring Service Quality

SERVQUAL is a model of measuring service quality. The SERVQUAL questionnaire is used to help service organizations better understand the service expectations and perceptions of their customers.

The five dimension of SERVQUAL:

1.Reliability: the ability to perform the promised service accurately.2.Assurance: the knowledge & courtesy of employees and their ability to win the customer’s confidence. 3.Tangibles: the appearance of physical facilities, equipment, personnel and communication materials4.Empathy: the provision of caring, personalized attention to the customers.5.Responsiveness: the willingness to help customers and to render prompt service.

Overview of Ruposhi Bangla Hotel (Proposed InterContinental Dhaka)

•The first largest international standard state owned five-star hotel.• No of rooms: 272 fully furnished • No of Restaurants: 04 • No of lounge: 05• Venues for: Numerous prestigious events, International conferences, seminar, workshop etc, State functions• Belongs to : One of Largest chain hotel, InterContinental Hotels Group (IHG)• BICC (Bangabandhu Internatonal Conference Centre) is also run by Ruposhi Bangla Hotel.

1.Meet & greet service at the airport along with Airport transfer service

2. Welcome drinks on arrival 3. 08 types of full furnished luxurious guest rooms 4.Finest dinning facilities In room dinning service 5. Multilingual staff

• Express check-in & Check-out • Babysitting service, shoe shining service• Laundry service & Dry cleaning service• Concierge service & transport desk • Business centre with secretarial service

Hotel Services & Facilities

Hotel Services & Facilities1. ATM machine & Currency exchange2. Tourist information Kiosk3. IT equipment's rental service ( i.e.; video conference,

interpretation service) 4. Live entertainment in Bar & lounge 5. Health Club with finest equipment's i.e. Steam Bath Gymnasium,

Swimming pool, Massage, sauna, Jacuzzi, Squash court, Table tennis & Lawn tennis etc.

6. WIFI internet access7. Safety locker 8. Medical services9. Convenience store ,Gift shop & Painting store, Photo Studio10. Conference venues with required facilities 11.Other customized arrangements as per the requirements of the

guests & event organizers

General findings of quality survey of Ruposhi Bangla Hotel

Leisure Business Conference/Seminar Others5 18 3 4

Total Respondents: 30

No of Visit No of Guests

First Time 5

2nd Time 8

3-4 times 11

5 time or more 6

How many nights will you spend at the hotel this time?

Nights Spent No of Guests

1 Night 5

02-04 Nights 14

05-07 Nights 8

More than 07 Nights 3

Guest’s opinion on the statement (Indicators of service quality)

Quality of dining facilities

Statement Excellent Very Good Good Poor

Dining Facilities and Service 4 13 10 3

Quality of foods & beverage & hygiene 6 16 7 1

Leisure & Fitness facilities

Statement Excellent Very Good Good Poor

Leisure and Fitness Facilities 4 13 10 3

Meeting, Incentive, conference & Exhibition (MICE) facilities & Services

Statement ExcellentVery Good Good Poor

MICE facilities & Services 8 18 4 0

Overall satisfaction with your most recent stay at this hotel

Level of Satisfaction No of Guests Delighted 4Satisfied 11Somewhat Satisfied 12Dissatisfied 2Very Dissatisfied 1

Possibility to visit the hotel again in the future

Possibility of visit again No of Guests

Yes 22No 2May be 6

Overall quality of service of the hotel