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Hotel Service Quality Evaluation And Factors System Analysis

Posted on:2006-12-11Degree:MasterType:Thesis
Country:ChinaCandidate:Q ZhouFull Text:PDF
GTID:2156360152970189Subject:Business management
Abstract/Summary:PDF Full Text Request
At the present day, the supply exceeds the demand in global hotel market, which bring on vehement competition of the hotel industry. Those hotels that can provide the high-quality service for the guests will obtain the advantage on the market, drum for more guests and achieve the good performance. Therefore, service quality is the crucial factor to improve the marketing effect, increase the profit and strengthen the competence. It is the life-line of hotels. The crux of service quality management in hotels is how to evaluate and proceed to improve the service quality of hotels. Customer is the final evaluator to the service quality of hotels, so the hotel managers should do well in the service quality improvement according to the customer. If the customer value the various service quality factors differently, the service quality improvement should be done differently.On the basis of literature review and an analysis of the hotel service product, service quality and quality evaluation, the author starts an empirical research into the hotel service quality evaluation and factor system. The study comprises two parts: In the first part, the author uses the modified SERVQUAL model for a survey to identify service quality gaps as recognized by hotel guests. The second part is a survey done to hunt after the factors that hotel guests use to evaluate the hotel service quality. The results indicate that, there exists quite an obvious gao between hotel performance and guests' expectation in terms of service veracity, responsiveness, delivering the goods, attitude, speed, individual care, initiative, professional nowledge and skills etc. The factors that the guest uses to evaluate the service quality of hotels are service attitude,With the results of the reseach and aim at some primary problems consists in hotel service quality management, the thesis proceeds to bring forward suggestion of measurs that can help improve the service quality of hotel in China. These measures are to consummate service quality management system, to seriously select and train the employees, to manage the expection of guests, and successful service recovery.
Keywords/Search Tags:hotel service, service quality, service quality evaluation, service quality factors
PDF Full Text Request
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