Study Of Hotel Service Quality Evaluation And Control System

Hotel industry develops most rapidly in China and it also has a big prospect of the market. But competition is becoming keener and keener. The essence of competition is the competition of service quality. The quality of hotel service surely has a great influence on customers' decision of purchase and it affects the efficiency of hotel management as well. The five-star hotel is the best in the hotel industry, it is the pronoun that the upscale and luxury enjoys and the represent of superior services. It is representative to study it. But, hardware is likeness in nowadays, if the hotel wants to develop its own special features, the key measure is to promote and perfect its service quality continuously. So, it is necessity to build up a system model that can evaluate the hotel service quality objectively and systematically. In the meantime, it also needs to equipment some quality control measures.Firstly, this study reviewed the literature which contained the connotation of service quality, service quality evaluation system, service quality control system, the five-star hotel services quality evaluation and control system, then analysised the customer evaluation, the hotel evaluation and the third evaluation. It established a theoretical foundation for the system model.Secondly, on base of service quality difference model and SERVQUAL scale, in order to make this study more focused on the five-star hotels, this article also improved the SERVQUAL scale on the characteristics of the five-star hotel. The improved SERVQUAL scale had 27 options, each option on behalf of a hotel service quality evaluation index, a total of 27 options on behalf of the six-point that was the six dimensions of service quality, it included tangible service and intangible service.By using the improved SERVQUAL scale, the writer took survey of six five-star hotels in Dalian City. A total amount of the questionnaires were 125 copies, all of the questionnaires recovered, five of them were considered invalid questionnaire due to incomplete data, and 120 usable questionnaires were valid. The response rate was 96%.In this paper, the writer finished the survey data by using EXCEL. It calculated each evaluation index and relative weight of service quality through statistical analysis, and further that the six dimensions of service quality and relative importance. Analysis showed that tangible get the highest scores and the minimum importance. The results showed that the intangible nature that related to the tangible nature was the focus of customers' attention, it was also the missing of service quality in five-star hotels, so the hotel manager should pay some attention on it as a key.We took interviews research as the manner to collect organizations evaluation index. Third party evaluation index was mainly reference GB/T14308-2003 Star-rating standard for tourist hotels. On the basis of the tripartite evaluation index, this article established a hotel services quality evaluation and control system model. The model includes the tripartite evaluation index and the control measures of service quality, evaluation system and control system complement and interact each other, forming a closed cycle system. After the model, this article took six five-star hotels in Dalian as samples to valid the model, and then ranked them.