Evaluation And Applied Research On The Service Quality Of Catering Enterprises Based On Customer Perception

In the service economy era, the level of service quality of an enterprise determines its'position in the fierce market competition. The status is very obvious in the service industry, especially in the catering enterprises. The service quality of catering enterprises have been put forward to higher requirement, due to fierce market competition and customers increasingly sophisticated. After all, what are the contents of the service quality of customer perception? How do the service quality of catering enterprises measure and evaluate? These issues need to be resolved immediately in modern management of catering enterprises. The study results will have important theoretical significance and practical value. It will help to improve the service quality of catering enterprises and enhance the core competitiveness of catering enterprises.The paper reviewed these contents by a literature review, such as domestic and international service, service quality and service quality measurement theories. It pointed out their deficiencies and shortcomings of research. In this paper, the initial questionnaire was compiled through the methods of the depth interview and questionnaire. After its detection and correction, it constituted a formal questionnaire in this article. During the course of the study, the analysis methods, factor analysis and correlation test, were employed. These studies laid the foundation for building a model of the service quality of catering enterprises. Further, we apply the AHP to determine the weight of each index the service quality of catering enterprises. By means of fuzzy evaluation method, evaluation system of the service quality was integrated and evaluated.The thesis constructed a common model of service quality of catering enterprises, which includes six dimensions and 30 specific targets. It built an evaluation system of service quality of catering enterprises. The evaluation system included three levels, namely, target layer, guidelines layer and the layer of specific targets. On the foundation, the evaluation system of service quality was applied to Jiangnan catering group in Taiyuan City. The validation results showed that the enterprise's overall service quality was rated "Medium". Accordingly, we concluded that there was a certain gap between strategic positioning of Jiangnan catering group with the customer actual perception. We primarily put forward the measures and suggestions from the customer management and enterprise management.