What is quality Of Service

What is quality Of Service ?

Quality on the one hand is the level which a company demands of itself in order to satisfy the customers. On the other hand quality is a scale by means of which you can see to which extent this level is really reached.

In hotels and gastronomy quality refers on the one hand to the product and on the other hand to the service. Quality is defined by the target guest group, the demand of these guests and by the way to correspond to this demand.

In view of the many different needs, each company has to choose a special target group for offering the services. The quality of the service is determined by the expectations of the target group.

The quality corresponds to the expected level if it corresponds to the expectations of the target group. McDonalds is offering quality at a price of LE 15,-- and Maxim´s at a price of LE 500,--. The level has to correspond to a certain price which the guest is prepared to pay in view of his requests and needs.

It must be guaranteed that the performance level is granted always and anywhere. For example one restaurant of a chain must not have a better offer than the others or the reception in a hotel must not be better in the morning than in the evening.