【作者】 张泽军；

【导师】 张欣莉；

【作者基本信息】 四川大学 ， 工商管理， 2004， 硕士

【摘要】 服务质量管理是宾馆经营管理的核心内容，是决定宾馆经济效益、竞争力、顾客满意度的重要因素。服务具有抽象性、差异性、无形性、易逝性和不可分离性等特性，服务质量的概念和有形产品的质量概念在内涵上很大的不同。服务质量表现出：更难被生产者和消费者所评价；顾客对服务质量的评价不仅要考虑服务结果，还要涉及服务过程；服务质量体现在消费者同服务提供者接触的瞬间；服务质量难以保持稳定和一致；顾客对服务质量的认识取决于他们的预期同实际感受到的服务水平的对比。 宾馆服务质量是一个整体质量，要由宾馆全体人员共同参与和协调，不仅一线的服务生产、销售和辅助人员关系到服务质量，而且二线的管理、后勤等人员对一线的支持和有形因素也关系到宾馆的服务质量。具体由宾馆设施质量、宾馆服务水平质量、宾馆整体形象质量和服务交互的真实瞬间构成。通过客人感受到的宾馆服务质量与对服务质量的期望之间的差距来反映，差距越大说明宾馆服务质量越差。 本文基于服务质量差距模型和Servqual量表在测定服务性企业服务质量上的成功运用，结合SJ宾馆基本情况，从构成宾馆服务质量的有形因素(饭店设施质量)和无形因素(饭店服务水平质量、形象质量、真实瞬间)两个方面，明确22个因子，基本包括可靠性、响应性、保证性、移情性和有形性等五个因素，设计了SJ宾馆宾客问卷调查表，调查入住酒店客人对SJ宾馆服务的感知和对服务的期望评价，获得客人对SJ宾馆服务的感知和对服务的期望评价结果，并采用“鱼刺图”法分析宾馆服务中存在的问题及原因，提出改进措施和建议，促进SJ宾馆改进服务质量，提高顾客满意程度和忠诚度，增强竞争力，具有较强的针对性和实际意义。关键词:服务质量差距模型酒店服务质量Servqual量表鱼刺图更多还原

【Abstract】 Service quality control is the core of hotel management and decides profit, competitiveness and customer’s satisfaction. Service is abstract, diverse, invisible, transient and inseparable. Service quality is quite different from visible produce quality in conception and service quality reflects some characteristics such as: more difficult for producer and consumer to evaluate; assessment from customer concerns not only result but also process; service quality is intensely reflected at the instantaneity when producer provides it to customer; hard to keep service quality stable and consistent; the perception of service quality by customer depends on the comparison between customer’s expectation and actual feeling.Hotel service quality refers to an integrated concept and should be based upon the total efforts and coordination from the whole staff. Not only frontier workers such as producer, sale and assistant personnel, but also management, logistics and some other visible factors would influence service quality. It concretely consists of hotel facilities quality, hotel service level, total image quality and interactive instantaneity. The gap between customer’s expectation about service quality and customer’s actually acquired service quality reflects hotel’s real service quality. The bigger this gap is, the worse hotel service quality is.This essay clarifies 22 factors based on service quality disparity model andServqual form which could successfully measure service quality of service-oriented enterprises, combined with basic condition of SJ hotel and analyzed from two aspects, visible factor (hotel facilities quality) and invisible factor (service level, image quality, real instantaneity), which are two major aspects in the formation of hotel service quality. These factors basically include reliability, response, assurance, disposition moving and visibility. A questionnaire is designed for SJ hotel to investigate customer’s perception and expectation about SJ hotel service quality so as to acquire the result, and a fishbone diagram is employed to analyze existing problems and root causes concerning hotel service. As a result, the corrective action proposal and suggestion are put forward to help SJ hotel to better service quality in order that customer’s satisfaction and loyalty could be promoted and competitiveness could be reinforced. The thesis is directed at existing problems and really has some significance.更多还原