ASSESSMENT OF SPA SERVICE DELIVERY PERFORMANCE EFFECTIVENESS: A CASE OF FILWHA ENTERPRISE

Abstract

This project is designed to assess spa service delivery performance effectiveness: a case of Filwha enterprise. The study has the objective of investigating the major factors that affect the effectiveness of spa service delivery performance. On the basis of data collected through questionnaires and interview which are based on the theoretical assessment of related literatures; the researcher has attempted to unearth some of the real problems based on the respondents’ opinions. The questionnaire was distributed to 280 customers, 40 employees and 8 management members, of Filwha spa service, delivery Enterprise in which 269 custom questionnaire. All management and employees’ questioners were fully completed and returned. Through this study the researcher has realized that there is an increasing demand for the service, due to natural Hot spring water uniqueness. Hence the demands for Filwha spa service customers keep increasing. Moreover, respondents existing customers decided to continue even not being satisfied; the study can see that there is an extra resource; only 10% of the Hot spring water is being utilized. Also raters agreed with the price of the service being less than other Spa service providers. Those make to lag behind the technical skill of employees. To ensure planning more effectively the process needs to be optimized. Based on the findings of the study, the researcher recommended the following among others, Filwha Spa service Enterprise needs to improve dalliance in queuing and waiting time to keep what it promises to its customers on time. By employing pre-service payment system, digital PLC service control etc. Utilize its unique Hot spring water capacity. Exploit its marketable location as tourist hub and venue. Upgrading the service delivery processes by conduct Market research. The standard against which Employees training sand motivation handling mechanism found being poor. That requires Ensuring the right people are in place and Create reward system for employees. To reduce the casualties to standard Professional safety and health facilities should be promoted. In order to ensure effective personal service excellence Information technology needs up grading. To found service delivery reliable continues, and available Electric power supply should be set up through fully automatic ATS stand by sources. Each recommendation tried to correspond with respective implementer.