Evaluation System Of Hotel Service Quality And Its Applied Research

The quality of hotel service surely has a great influence on customers' decision of purchase and affects the efficiency of hotel management as well. To evaluate the quality of hotel service impersonally and systematically is now becoming so important as to strengthen the competitive advantage and receive sustainable development of hotel. The main contents of this study include:1. The selection of core conceptions and explanations of its theoretical bases. The core conceptions are service quality, hotel service, the dimensions of hotel service and its scopes and so on.2. A thorough analysis on the appraisal of hotel service by different appraisers, who are customer, hotel organization, and the third party. Summarize the evaluation foundations, forms, the advantages and disadvantages of these three kinds of appraisers.3. The primary structure of evaluation system for hotel service. The necessity and probability are discussed as well as its affecting factors and solutions to improve the quality of hotel service. Particularly, the elements of the evaluation system and their internal relationships are demonstrated fully.4. Case study of two hotels. The results of service quality appraised by the evaluation system show the practicability of this research. And the corresponding solutions to improve the service quality of these two hotels are recommended.The evaluation of hotel service is really a new research field in the hotel management. By this research, the author strives to create an impersonal, righteous and acceptable evaluation system that concerns the interests of each part, including customer, hotel and the third party. And the hope to increase the hotel competence in the market and improve the technology of hotel management is cherished.