Hotel Service Quality Management System Based On Customer Satisfaction Study

Chinese hotels are playing a more and more important role in the national economy in the area of tourism. The hotel product quality, especially the service quality has been the core-competitiveness of the hotel to contend for markets and tout, and the cornerstone of the hotel to win customer satisfaction and sustainable development. Therefore, service quality is the crucial factor to improve the marketing effect, increase the profit and strengthen the competence.The crux of service quality management in the hotel is how to find service quality problems and set up a service quality management system to improve and ensure the service quality in the hotel. But the experts put forward some views about service quality management system of our country, all of these views elaborate to the individual aspect of the service quality, the views still not systematize and need further study. Combing the research of domestic and overseas scholars, the thesis try to set up a hotel service quality management system with the guild of service management theory, based on the customer, the critical factor of service quality. It is a new model of the hotel service management in order to solve the problems in the service quality management radically. It is also the actual meaning of the study.This text commences from the theories research, combining the present condition of hotel service quality in our country, we carry on investigate and study thoroughly to the building of service quality. First of all, the thesis builds up a theories foundation of the hotel service management system based on the customer satisfaction, analyzes service quality in the hotel and the customer satisfied content from the theories. Secondly, it carried on deep analysis to the present condition of our country hotel service quality and the service quality problems, summarized the reasons which lead to service quality problems, such as customer demand, quality management and employee training. It provides basis for setting up the hotel service management system. Lastly, combining with the related theories of the service quality in the hotel and present condition, the hotel sets up a service quality management system. According to set up the basic system, the appraise system, the supervise system and the support system to satisfy customer and improve service quality. Four subsystems mutually dependent and cooperate with one another, constituting a function with common dynamic state system in the hotel service quality, and get the concrete measures to ensure the hotel service quality of our country.The contents of this research are still a brand-new of research realm in our country; the angle and the method are chosen through deep consideration with certain innovation. According to set up the hotel service quality management system based on customer satisfaction, we get further development about the hotel service quality management with pertinence and logicality. The research involves service quality, the hardcore of hotel product, from the angles commence from hotel customers and hotel employees, carrying on an overall research to service quality in the hotel, in the meantime from the customer, hotel and the third part considerate to integrate a service quality system, being favorable to improve the hotel service quality, reinforce the core competencies of hotel and promote the exaltation of service quality in the hotel together. The thesis only tries setting up a hotel service quality management system, which has much more meaningful works to continue to carry on, it has a function which throws brick to lead jade about the research in the hotel service quality management.