Construction Of Hotel Service Evaluate Model For Chinese Hotel

Hotel industry is one of the three basic industries in tourism and the first one that wholely involved in international competition.And alomst all the famous hotel groups have been in business in China, which results in more and more strong competition between hotels.Since quality is the crucial factor to improve the marketing effect,to increase profit and to strengthen the competence, the study aims on how to measure the sevice quality and figure out the problem in Chinese hotel. Especially 2009 is the QUALITY and SAFETY year for Chinese products, which makes my report valuable for the days.A Hotel Service Evaluate Model is built through the guest's the hotel and the government's point of view in this article.And the model come down to three aspects-who evaluate the service, what to evaluate and how to perform the result.Two questionares are designed to surport the research.One is the customer satisfaction measurement scale and one is service flow checklist.The government viewpoint is based on national criterion LB/T006-2006.The author spent 6 months on the questionare research which covered 7 chinese 4 to 5 star hotels in D hotel group and collected 648 samples in customer satisfaction questionare research.In the sametime 14 experts spent 24 hours living in the sample hotel as the secret shopper to get the true moment of feelings to the service in order to finish the service flow checklist.The SPSS shows that the scale had a high reliability and validity,and could measure the service quality of the hotel industry,and text the 4 dimensions of service quality in the hotel of China,and get the result of reording the 4 dimensions of service quality:tangible, reliability, empathy and responsiveness.It is also shows that the customer satisfaction royalty and complaint have consequence and some shortcomings rise into our eyes through the service flow checklist.All the results are expressed in the service evaluate report.By and large the Hotel Service Evaluate Model can be directly used in management and has a high meaning on practice.And using it,the hotel maneger can improve the service quality and the competition ability of the hotel industry.