Diagnosis And Controlling Tactic Researching On Service Quality Of Food And Beverage Enterprises

Food and beverage industry develops most rapidly in China and it also has prospect of a big market . But Competition is becoming keener and keener . The essence of competition is the Competition of service quality .So only diagnose the problem in service quality timely and correctly and adopt related measures can make their position to be invincible .This article analyses developing progress , current situation and trend of food and beverage industry in China ,as same as brings service qualioy theory , service management theory into current practice , On base of service quality difference model and SERVQUAL multi-chart ,it also builds up theory model of diagnosis and contollment on service quality controlling system of food and beverage enterprises .Meanwhile , from the actual situation of these enterprises ,this article sums up the practical model of service quality controlling system ,and put forward a wholeset of researching thought and method -take advantage of newly designedcustomer questionnaire and worker questionnaire to investigate , spss 12.0 software to analyses related data , find arucial factor from external and interal service quality , then put forward related controlling tactic .This researching method can not only used by food and beverage enterprise directly , but also guides these enterprises by related controlling tactic ,and can strengthen competitiveness of these enterprises , make them occupy market continuously.