The Construction And Demonstration Of Hotel Service Quality Evaluation System Based On SERVQUAL Theory

In recent years,the rapid development of the hotel industry,the market prospect is very broad,is the fastest growing industry,but competition is increasingly fierce.The hotel industry competition is the competition of service quality,hotel service quality is good or bad will influence the customers' choice,determines whether the customer purchase,also has the very big effect of hotel operating results.Among them,a kind of hotel of five star hotel as the hotel industry in the most high-end luxury,with high quality service and become a leader in the hotel industry,so the study of five star hotel service quality is very representative.Now all kinds of hotel hardware conditions are generally similar,each hotel it is necessary to strengthen and improve their quality of service,so as to develop their own hotel features.Therefore,the establishment of a system,the system model of hotel service quality objective assessment,and the use of The corresponding measures to control the quality,is very necessary.This study first from the summary about the connotation of hotel service quality,service quality evaluation system and control system,evaluation and control system of hotel service quality star literature,followed by customer evaluation on the quality of hotel service organization,evaluation and third party evaluation are discussed,as the theoretical basis of establishing a service quality system model.Secondly,through the service quality gap model based SERVQUAL scale theory in order to make the research more targeted research on five star hotel,combining with the characteristics of the five star hotel on the SERVQUAL scale do a little improvement.Finally,this paper uses the SERVQUAL after modified in five in Tianjin City,the five star hotel.The questionnaire issued 175copies and completely recovered,of which 15 were judged as invalid questionnaires because of the incomplete data,160 questionnaires are also valid questionnaires,the recovery rate is 91.43%.Using the EXCEL statistical software.After finishing the survey data collation and analysis after calculating each evaluation index and relative weight of service quality,and then continue to analyze the six dimensions of service quality and the degree of relative importance.The analysis showed that tangible scored the highest,but the lowest level.The results of this analysis are important see tangible and not the customer focus,customer care more is invisible,it is the focus of the five star hotel service quality problems,the need to remind the hotel management personnel More attention.At the same time,the text mainly uses interview research mode to collect evaluation indexes.The relevant provisions of classification and evaluation of the third party evaluation index collection>main reference GB/T14308-2003<Turist Hotel star in.This paper established five star hotel service quality evaluation and control system model based on the collection of third party evaluation index.This model consists of third our evaluation index and the control measures of service quality,evaluation system and control system are related to each other,complement each other,become a closed cycle system.After the establishment of the model,this paper used eight Tanjin five star hotel as a sample,the model is validated,and the eight five star hotel service the quality of the rankings.