Question: Explain how a hotel establishment can satisfy guests in each of the components of perceived service quality mentioned below. Use examples as far as possible.

Explain how a hotel establishment can satisfy guests in each of the components of perceived service quality mentioned below. Use examples as far as possible.

Reliability: the ability to provide a service as expected by the guest.

Assurance: the degree to which the guest can feel confident that the service will be correctly provided.

Tangibles: the quality of the physical environment and materials used in providing the service.

Responsiveness: the ability of the service provider to respond to the individual needs of a particular guest.

Empathy: the courtesy, understanding, and friendliness shown by the service provider.3

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