【作者】 张静；

【导师】 张华荣；

【作者基本信息】 福建师范大学 ， 工商管理硕士（专业学位）， 2016， 硕士

【摘要】 随着世界经济一体化的进程,酒店业竞争加剧,本土酒店业面临着急需提升服务水平赢得市场竞争的新挑战。酒店质量是酒店竞争力提升的关键,也是影响酒店经济发展的重要影响因素,酒店服务需要不断创新,为酒店实力提升提供重要保障。本文对梅园国际大酒店的服务质量相关问题进行了具体研究,主要分为几个部分来进行,第一部分主要是梅园国际大酒店研究意义的综述；第二部分是对酒店业服务质量提升的相关理论进行分析；第三部分对梅园国际大酒店服务质量现状分析,通过采取问卷调查的方式来进行,并运用服务质量差距分析模型和SERVQUAL模型对调查结果进行了分析；第四部分对酒店的服务质量存在的问题进行了分析；第五部分对这些质量问题有针对性的提出了相应的解决对策；第六部分对本文的主要研究内容和成果进行了简要概括和回顾。本文的研究成果对梅园国际大酒店提供重要指导,也对其他酒店服务质量提升具有重要意义,是我国酒店服务质量提升的重要数据参考。更多还原

【Abstract】 With the integration of the world economy, the hotel industry competition intensifies, the local hotel is facing the urgent need to upgrade the service level to win the new challenge of the market competition. To a large extent, the strength of the hotel’s competitiveness comes down to the core of the hotel product --- service quality. Hotel service quality management has become the most critical factor to improve the competitiveness of the hotel, if the hotel service quality management can not do to advance with the times, it will lose the fundamental competition.The plum garden Kokusai Hotel as the research object, carries out the research on the service quality management problem. This paper is divided into six parts, the first part introduced the background and significance of research, literature review and the framework of content; the second part is the analysis of the relevant theory of the service quality promotion of hotel industry;the third part Meiyuan international hotel service quality status analysis, by adopting questionnaire survey, and using service quality gap analysis model and SERVQUAL model of the survey results are analyzed; the fourth part analyzes the existing hotel service quality problems; the fifth part puts forward the corresponding solutions to these quality problems; the sixth part of the main research contents and results are briefly summarized and reviewed.In this paper, the research results of Plum Garden International Hotel has practical significance, for other similar local hotel also has a certain reference value..更多还原