The Study Of Quanzhou Tourists’ Perception Of Service Quality Of Taiwan Hotel Rooms

In recent years, the number of mainland tourists coming to Taiwan increasesyear by year. With the rapid development of economy and the continuousimprovement of people’s living standard, tourists’ requirements for the quality of hotelrooms is also higher, not only on the quality of physical infrastructure, but also onservice quality. If hotels want to win the stability of customers in the hotel industrywhich are in fierce competition, they have to pay more attention to improving theservice quality of rooms.First of all, the article reviews and analyzes academic references which are aboutthe relevant perceived service both in China and abroad, studying the servicequality、service quality perception and service quality evaluation of perceptionrespectively.Then it explores the connotation and characteristics of the service qualityperception, which lay a solid theoretical foundation for the study of Quanzhoutourists’ perception of service quality of Taiwan hotel rooms.What’s more, itcombines the mature service quality evaluation model (SERVQUAL scale) fromabroad and tourist motivation of Quanzhou tourists to Taiwan and the characteristicsof hotel service product, choosing a suitable evaluation method for hotel servicequality. The method is based on the research of members from some tour groups inQuanzhou.Than it concludes that the Quanzhou visitors’ perception of service qualityof Taiwan hotel rooms and that the evaluation of tourists’ makes a big difference tothe hotel quality.Through the questionnaire (including five dimensions: tangible sex, reliability,responsiveness, ensure sex and communication sex) and interviews of Quanzhouvisitors’ perception of service quality of Taiwan hotel rooms, we can get someinformation about Quanzhou visitors’ actual perception of service quality of Taiwanhotel rooms and the perception in expected. Through the gap analysis, we draw aconclusion that tourists are not fully satisfied with the service and each aspect needsto be improved. Finally,the paper gives advice which includes two levels: the firstlevel is the enterprise level,including physical infrastructure, enterprise culture, the characteristic construction and quality management; The second level is the stafflevel, including employees and personalized service. The purpose of the advice is toimprove service quality and tourists’ satisfaction of Taiwan hotel rooms, which arebeneficial to the development of the hotel industry and tourism.