Exploring measurement tools for analyzing Customer experience in Hospitality Management dissertation

[GaryWalker23872ad1]

However, the struggle lies in selecting the right metrics to capture the essence of service quality in a tangible way. in my academic journey, how can i align customer feedback with specific service quality metrics to truly understand the impact on their experience?

the challenge is to bridge the gap between subjective perceptions and objective measures. What methodologies have proven successful for others in designing experiences that resonate with customers on a deep level? Your insights would greatly assist in shaping my dissertation journey .

 

[EmmaTook]

Here's the industry perspective:

Academics love SERVQUAL. Practitioners barely use it.

Why? It's long, customers hate filling it out, and it doesn't tell us what to FIX.

What we actually use:

• Comment cards (digital now) with specific prompts
• Mystery audits with weighted scoring
• Social media sentiment analysis (real-time, huge sample)
• Staff feedback (they hear things customers won't write down)
• Operational metrics (cleanliness scores, wait times, complaint resolution time)

Bridging the gap: In your dissertation, consider developing a hybrid model. Take SERVQUAL's dimensions but operationalize them with industry-friendly metrics. Show how "reliability" (academic) connects to "reservation accuracy percentage" (industry). That's the kind of work that gets cited.

Also, look at HEXACO for service staff personality measurement. Emerging area.