Intercontinental Qingdao Service Quality Management Analysis

With the rapid development of tourism economy, the stable improvement of the national spending power, consumer demand for the hotel service quality is also gradually improved. In recent years the domestic hotel industry in the rapid development of tourism industry support, obtained the unprecedented development. This article embarks from the hotel service quality management characteristics, in order to InterContinental Qingdao as the object of case study, draw lessons from the past experts and scholars research on SERVQUAL evaluation model in service industry experience, based on theory of service quality gap, InterContinental Qingdao opened empirical investigation. In this paper, from the choice of the object of study, multi-item, data collection, project, purification, exploratory factor analysis and factor named, reliability/validity test, construction of the model and SERVQUAL calculation steps, based on the five dimensions and 20 multi-item research, build up the hotel service quality model and application service quality gap model, at the same time of the first two gap (managers cognitive gap, perceived service quality gap) analysis, and combined with the actual survey results, and formulate countermeasures to improve the quality of hotel service.