The Research On The Influences From The Service Quality Of Budget Hotels To Customer Satisfaction

With the development of China, hotels become the main part of the tourism, especially the budget hotel. However, the theoretical research on budget hotels gets behind the practices. There is a big short of the research on service quality of the budget hotels. The study of service quality management theory abroad is very mature, but not in any industry could adopt directly before appropriately readjusts. The classic service quality evaluation system can be used in China after adjusted considering the industrial characteristics.Literature review has been done on service quality and budget hotels. Based on perceived service model, SERVQUAL measurement Scale and SERVPERF Evaluation, the service quality evaluation model has been established in the paper after considering the industrial characteristics of budget hotel. Deep interview and questionnaire survey have been used to get the data. Then descriptive statistics analysis, reliability and validity analysis, factor analysis and recession analysis have been used to test the model.The results show that five factors of service quality of budget hotels, such as the tangibility, the commitment, the ability to meet their commitments, the promptness and consideration, have significant effects on the customer satisfaction. And among them, tangibility has the biggest influences on the service quality of budget hotels.