饭店服务质量制约因素研究

【作者】 李菊霞；

【导师】 吕建中；

【作者基本信息】 浙江大学 ， 旅游管理， 2002， 硕士

【摘要】 本文以饭店服务质量制约因素作为主要研究对象。文章首先对饭店服务产品及服务质量相关文献进行全面梳理与分析，然后对我国饭店业服务质量中现存的主要问题一一加以剖析。在此基础上，利用实证研究方法对饭店服务质量制约因素进行考察。实证研究由两部分组成：第一部分是利用SERVQUAL模型，从宾客角度调查我国饭店服务质量差距；第二部分是对饭店管理者和员工发放调查问卷，利用SAS统计软件对收集的调查数据进行回归分析。 实证研究结果表明：我国饭店服务质量在可靠性与反应性方面离宾客期望有较大差距，尚有待提高；制约饭店服务质量的主要因素为：服务质量管理效率、企业文化、组织协调度、员工素质和员工满意度。 根据研究中发现的问题，本文提出了提高我国饭店服务质量的具体对策建议：完善服务质量管理体系；实施员工满意战略；强化培训教育，提高员工整体素质；提高饭店内部协调性；管理宾客期望。更多还原

【Abstract】 The thesis aims at making an analytical research on factors that restrict theservice quality of a large number of modern hotels in China.On the basis of literature review and an analysis of the existing problems in service quality of many of the hotels in China, the author starts an empirical research into the factors that are playing to restrict hotel service quality. The study comprises two parts. In the first palt, the author uses SERVQUAL model for a survey to identify service quality problems as recognized by hotel guests. The second section is a regression analysis of SAS on the data obtained through a questionnaire survey done to hotel managers and employees.The results indicate thai; first, there exists quite an obvious gap in terms of service reliability and responsiveness between hotel performance and customers’ expectancy that waits to be filled up; second, the major factors that may restrict hotel service quality include efficiency level of service quality management, organizational culture, management coordination, the general qualification of employees and level of employee sarisfactionWith the problems identified through the foregoing research, the thesis proceeds to bring forward suggestion of measures that can help improve the service quality of hotels in China These measures are strengthening the function of service quality management system, implementing the Employee Satisfaction strategy, improving the comprehensive qualifications of hotel employees through all-round training programs, improving internal coordination in hotels, and managing the expectancy of hotel guests.更多还原