A Study Of Factors That Influence Changchun Noble Hotel Service Quality

This topic took both theory research and reality research, choose one of a famous local hotel. Send out Q&S to understand the satisfaction situation of hotel service quality. According to data statistics to get the degrees of hotel satisfaction data, analysis the key element of service quality to find out problems, then offers some improving suggestions.This topic offers a set of improving countermeasure to improve service quality and degrees of guest satisfaction. The action of this tactics can be stable and enlarge the percentage of the market. Therefore to improving the operational income. It will be good for other hotels to analysis and parity the degrees of guest satisfaction in northeast area.There are 5 parts of the topic.Part1. talking about the background, aim and sense of the topic. The main aim of it is to analysis the difference between hotel service quality and different guests background, and analysis the relations between both of it as well, to find out the weakness of the hotel service, compare with compete opponent to find out the way to improve. According to the research to offers some theory consult for the hotel management, and offers some theory guide, narrate the structure of this topic in the first part as well.Part2. narrated some interrelated literature, according to present some theory of guest satisfaction and service quality to understand the new theory research of service quality and guest satisfaction in sphere of learning at the moment. Firstly, clear and definite the concept of the service quality. Put to use Parasuraman et al.(1985)'s service quality definition which is compare guest expectation and real feelings to research and measure the appraise of service quality from the guest. Secondly to clear and definite the form of service quality. According to Mitra(1993)'s concept of service quality compose the specific property of service staff's conduct and attitude, efficiency, the point of not qualified service and installations. According to the service characteristic of the hotel which researched. Divide it to three part which is service attitude, service efficiency and professional service, then clear and definite the meaning of degrees of guest satisfaction. Put to use Philip(1999)'s compare the feelings and expectations of the product from a person, after that remarked the reality sense to affect degrees of guest satisfaction for the hotel. Finally introduced the analysis model of degrees of guest satisfaction and the relations between service quality and guest satisfaction.Part3.intruduce the way we took for research, using the Q&S to divided the market, according to data statistics to get the result of the degrees of guest satisfaction of the service quality from different guest group. Analysis the relations between result and reason. Put it in the practice and make some useful guide for the hotel.Firstly according to research characteristic of the service, divide to three part which is service quality, professional service and service efficiency, then clear and definite all the appraise target and according to target system plan to analysis circle. statistics difference guests characteristic, age, gender, marriage, educational background, personal income, nationality and etc……This part defined handle by data and statistics analysis, put to use software SPSS to record data, statistics appraise target and analysis by data, get the average score from service attitude, professional service and service efficiency to explain the relations of degrees of guest satisfaction with it.Part4.analysis with data, put to use Oliver's definition of degrees of guest satisfactions which is appraise and compare the guest feelings and expectations after use the product. And choice from"excellent""good""fare""poor"or"terrible". Collected 100 pieces effective Q&S to statistics guest's appraise, then analysis the guest satisfaction for the whole hotel.Part5.summarized the sense of research analysis suggestions and result. Summarized the main result of the research.1. get the directed sense of the effective sample for the hotel operation.2. calculated the degrees of guest satisfaction of the research.3. enlarge the range of conclusion and offers some suggestions to improving degrees of guest satisfaction and service quality.Also explain some limited of the research at the same time., like: Q&S uncomplicated. degrees of guest satisfaction research not go thorough all the way of service and tangible products. Finally to clear and definite the research job in the future.