Research On Evaluation And Improvement Of Service Quality In Hotel C

The scale of the hotel industry has rapidly expanded with the development of China’s economy.The luxury hotels in the industry should have been a symbol of high-quality service,but in recent years,under various pressures and intense competition in the industry,the service quality of some luxury hotels has also encountered various problems.How luxury hotels can keep up with changes in guest demand,adhere to high-quality services,and win reputation and market share through service has become an urgent issue.This article takes luxury hotel C as the specific research object and focuses on improving hotel service quality.Hotel C has a high market reputation and a large customer influence,but from the perspective of guests,its service quality still has many shortcomings.Compared with competing hotels in the same city,it does not have a stable leading advantage,and it only reaches a moderate level compared to the same brand hotels in IC Hotel Group.Through the analysis of the current situation of Hotel services,it is found that the lack of effective service quality evaluation methods is one of the difficulty in improving service quality.If the gap between guest expectations and actual perception cannot be quantitatively identified,targeted strategies and plans to improve service quality cannot be formulated.Therefore,this article is based on the SERVQUAL model tool and applies theories such as service quality gap to conduct a specific analysis of the service quality of Hotel C from both quantitative and qualitative perspectives.Firstly,based on the SERVQUAL model,evaluation indicators are established and a survey questionnaire for Hotel restaurant service quality is designed.Then,the questionnaire is distributed,opinions are surveyed,and data is collected to guests in two stages: pre-survey and formal survey.After reliability and validity testing of the collected data,reliable data on the gap between guest expectations and actual perception of Hotel restaurant service quality in five dimensions is obtained,and on this basis,conduct a comprehensive diagnostic study on the quality of Hotel service.Based on the results of SERVQUAL evaluation indicators,combined with Hotel member satisfaction surveys and social reviews,the gap in Hotel service quality,its causes,and future efforts are summarized and sorted out from five dimensions: empathy,reliability,responsiveness,assurance,and tangibility,to explore strategies for improving Hotel services.Finally,suggestions for improving Hotel service quality through strategy optimization and plan implementation are provided.The practical experience gathered by this research institute has had a positive impact on improving the service quality of Hotel C.It also has reference significance for similar luxury hotel operators to improve their service level and guest experience.