The Research On Service Quality Management Of Panjin-Wanxiang Theme Hotel

With the rapid development of tourism in our country, the theme hotel becomes a trend of hospitality industry at present. Services are products of the hospitality industry, and also the theme hotel’s products, so the service quality decides the fate of the hospitality industry.Panjin-Wanxiang Theme Hotel as the first theme hotel in Panjin, has just opened soon. Check erroneous ideas at the outset, serious research and continue to improve the quality of service are needed if you want to grow, although the business performance is good now.As the research object, this paper set up a file in Panjin-Wanxiang Theme Hotel on service quality research. Full-text is divided into four chapters, the first chapter is the introduction section; The second chapter mainly introduced the related theory; Chapter3designs a scale questionnaire based on the SERVQUAL model and issued200questionnaires to Panjin-Wanxiang Theme Hotel’s customers. Then this paper collected effective questionnaire and carried on the statistics. In addition this paper summarizes the current situation from the statistical results and analyses the main problems of quality of service. Chapter4is the core chapters.In order to solve the problem of service quality of Panjin-Wanxiang Theme Hotel, this chapter puts forward some countermeasures to improve the service quality of four, respectively is the construction of theme hotel culture, eliminate quality perception gap, eliminate service delivery gap and enhance customer relationship management. In order to implement this four countermeasures effectively, this chapter also puts forward four safeguard measures, respectively, strengthen staff training, practice details of the service, practice customer behavior management and practice remedial service work. On this basis, draw the conclusion of this research.The research achievement of this paper has a practical guiding value for Panjin-Wanxiang Theme Hotel and it also has a certain reference value for other similar theme hotel. In addition, this research also has a certain contribution to enriched theme hotel service quality theory.