RUBRIC – QUALITY OF SERVICE IN HOSPITALITY INDUSTRY

Midterm - presentation
1.1. Layout of Mid-Term Presentation
Slides’ design
- Sans-serif font only (Arial, Calibri…)
- Avoid using too many different fonts within a slide.
- 28 font size is minimum;
- Do not capital every letter.
- Creativity in design and present is highly encouraged.
Timing
- A presentation should last from 15 to 20 minutes.
- From 5 to 10 minutes for questions and answers.

I. Basic information about the business

Content: The groups present general analysis of enterprises selected as research topics:
- The field in which the business operates
- Products provided to customers
Service rates and target customers
- Human resource analysis
- Analyze the operating situation of the business
II. The models of service quality management
Content: The groups analyze, explain at least 3 models of service quality management then choose one model and explain the reasons for choosing that model
for the selected enterprise.
III. Give direction to deploy the model:
Content: The implementation direction includes the following ideas: Group of respondents to sample (Customers (which group of customers) - Product service
provider (which group of employees)) type of question to use the survey - number of questions - completion time, survey sampling method (type of question
....)
1.2 Detailed score rating scale

1
 Rati
Review Final
ng 1 2 3 4 5
Score Score
Content criteria scale
Poin 0 Point 1/3 of total point 1/2 of total point 2/3 of total point Full of point
t /10
1. Forms and
1
Presentations
> = 10 errors 5 - 10 errors that do not None errors that
that do not match with the Slide guide do not match
match with (cover, table of contents, with the Slide
the Slide fonts, Images, citations, guide (cover,
1.1 Forms – CLO 2 0.5 guide (cover, etc.) table of
table of contents, fonts,
contents, Images,
fonts, Images, citations, etc.)
citations, etc.)
Inappropriate The costumes are Suitable outfit,
attire, appropriate, the fluent
1.2 Presentation –
0.5 language is presentation language is presentation
CLO 2
not fluent relatively fluent language
speakers
2. Content 9
Unclear, lack quite clear, logical, the Clearly, the
of logic, reason for choosing the logic, the reason
reasons for research object is quite for choosing a
choosing convincing (related compelling
research keywords are presented> research object
2.1 Introduction to
subjects are 50%) (related
research subjects – 1
not keywords are
CLO 2
convincing presented 50% -
(related 100%)
keywords are
presented
0%)
2.2 Overview of Provide Provide quite Provide
selected models – 1 incomplete comprehensive complete
CLO 2 information information about the information

2
 Rati
Review Final
Content criteria ng 1 2 3 4 5
Score Score
scale
about the research model. about research
models. Comparison of models models.
There is no reached 50% - 75% of the Comparison of
comparison content models
of models reached> = 75%
<50% of the of the content
requested
content yet
The reasons Provide a few reasons Provide
given are related, relatively sufficient
poor and consistent with the results logical and
2.3 Reason for
specific in of analysis and evaluation reasonable
selecting the Model – 3
relation to the reasons for the
CLO 2
results of issues analyzed
analysis and and evaluated.
evaluation
No direction Direction of deploying the Proposing a
to deploy the model is sketchy. reasonable
model. Do Summarize some main model
2.4 Direction of
not ideas, or relate to 50-75% deployment
model
4 summarize of content direction. Full
implementation and
the content of main ideas,
Conclusion – CLO 2
presented, or relevant content
not related to on 75%
the content
Total Score 10 Result

Date…… Month…… Year

Marker
3