Research On Construction Of Key Evaluation Index System Of Economic Hotel Service Quality Based On QFD

Since the development of budget hotels,it has gradually gained a place in the hotel industry with its unique advantages.However,the various service quality issues that have followed have become more prominent,causing widespread concern among consumers.The improvement of service quality has become an urgent issue.problem.Only if the hotel correctly understands the existing service quality level and finds service defects and key control points can it continue to improve its service quality and narrow the service quality gap.Therefore,how to objectively evaluate the service quality of economic hotels and measure the service quality of such hotels from several aspects should be studied in depth.This paper uses customer surveys to summarize 10 customer needs using affinity diagrams.After comprehensively considering the characteristics of budget hotels and identified customer needs,the literature research determines the final quality factors,and the customer demand-quality factor correlation coefficient is calculated by calculation as The correlation matrix in the House of Quality determines the importance of each quality element of the economy hotel by using the independent point method,and builds the economy hotel service quality house.It sorts according to the importance,selects key quality factors as evaluation indicators,and constructs the economy hotel service.Keyquality evaluation index system.Take Hanting Hotel as an example to conduct empirical research,apply SPSS20.0 to analyze the reliability and validity of the sample,verify the scientificity and correctness of the evaluation index system,and evaluate the service of Hanting Hotel through fuzzy comprehensive evaluation.The research results show that:1.The data analysis shows that the sample has a good reliability and validity,and the key evaluation index system of the economic hotel service quality is reasonable.2.The overall service quality of Hanting Hotel is good,but the service efficiency and other aspects still need to be improved.3.With the help of the QFD method,this article integrates customer needs into the construction of the index system,improves the previous research deficiencies,and makes the construction of the index system more scientific and reasonable.