Study On The Evaluation Of The Customer Perceived Service Quality Of Economic Hotel Group In Changsha

Originated in foreign countries, the economy hotel group is a more mature hotel management model in the western countries. As a new type of hotel, the economy hotel develops rapidly in recent years in China and has become a new highlight in the field of Chinese restaurants. According to the statistics provided by the Ministry of Commerce in 2010,China's economy hotel chain brand reaches nearly four thousand in the number, and the number of rooms adds up to almost forty thousand. The Chinese economy hotel has gone through a rapid expansion period of the hotel development and now grows and develop into a merger and a new starting point in the level of development.As economy hotels in China's development time is not long and the study of economy hotels is just beginning, in addition to some studies focusing on empirical research, it is very rare in the area of professional work of the Chinese economy hotels. Through searching on retrieval system of CNKI and other related literature in China, the author finds that the research result is relatively rare in customer perceived service quality evaluation of the economy hotels, let alone the study selecting Changsha as the sample area. The paper attempts to select Changsha as the specific area and try to study the customer service quality evaluation of the economy group hotel in Changsha.First of all, to sort out the background and the classical theory at the basis of covering up the relevant literature papers, and to modify the classical perceived service quality rating scale slightly by field visits and the Delphi method (expert-consulting) on the indicators selected to meet expectations of Changsha Economy Hotel Service Quality Group realisticly. Secondly, to compile the paper questionnaire for the formal empirical research at the base of the new design, to analyze the customer data from the economy hotel groups in Changsha by the use of computer software collecting the data. Finally, to draw conclusions and verify the hypothesis.The data analysis shows that the fine-tuning and modification of the classic perceived customer service quality is more effective. The new scale can help to understand customer needs and improve customer perceived service quality of the economy hotel groups Changsha.