汉庭酒店服务质量评价体系研究

发布时间：2018-05-17 17:59

本文选题：汉庭酒店 + 服务质量　；参考：《西安理工大学》2017年硕士论文

【摘要】：如今,社会的发展日新月异,科学技术的发展一日千里,以及人们的生活水平不断改善提高,酒店行业与时俱进,不断响应并满足着人们日益提高的服务需求,呈现出较大的发展势头和综合面貌变化。2016年底我国GDP增速6.8%左右,经济总量突破72万亿元,消费价格指数上涨3%,每年GDP每上涨1%,酒店行业的业绩就会随之向上浮动0.916个百分点,经济发展极大的刺激着酒店业的发展。不能不引起关注的是行业发展速度过猛带出了一系列服务质量的问题。论文以汉庭西安明城墙东门挖店为研究对象,综合运用酒店管理及服务质量相关理论,在SERVQUAL模型的基础上结合多元回归分析方法对酒店的服务质量进行评价和改善研究。首先,分析汉庭西安明城墙东门外酒店服务质量现状,设计相应的量表和问卷,收集顾客对酒店的期望数据和感知数据;然后,分别采用专家打分法和隶属函数法对准则层和指标层的权重进行确定,并运用SERVQUAL模型研究酒店的服务质量得分,在此基础上运用多元回归方法分析顾客对酒店服务整体感受和再次下榻本酒店可能性的影响因素;最后,结合分析结果对汉庭西安明城墙东门外店提出建议和改进措施以及未来展望。论文的研究旨在实际应用、文献理论两方面做出贡献。在实际应用方面,希望论文的研究有助于汉庭酒店服务质量的提升,同时提高酒店顾客的回头率和经营业绩,并且对其他酒店的服务质量提升具有参考价值;除此之外,希望论文可以在理论上对现有的服务质量评价体系理论有补充的作用。
[Abstract]:Today, with the rapid development of society, the rapid development of science and technology, and the continuous improvement of people's living standards, the hotel industry keeps pace with the times, constantly respond to and meet the increasing service needs of people. At the end of 2016, China's GDP growth rate was about 6.8 percent, the total economic volume exceeded 72 trillion yuan, and the consumer price index rose by 3 percent. For every GDP increase of 1 percent a year, the performance of the hotel industry will fluctuate by 0.916 percentage points. The development of economy greatly stimulates the development of hotel industry. Can not but cause concern is industry development speed has brought out a series of service quality problems. Based on the theory of hotel management and service quality, this paper evaluates and improves the service quality of the hotel on the basis of SERVQUAL model and multiple regression analysis. First of all, it analyzes the present situation of the service quality of the hotel outside the east gate of Xi'an city wall in Hanting, designs the corresponding scale and questionnaire, collects the expectation data and the perceptual data of the customer to the hotel; then, The expert scoring method and membership function method are used to determine the weight of criterion layer and index layer, and the SERVQUAL model is used to study the service quality score of hotel. On the basis of this, we use the method of multiple regression to analyze the influence factors of customer's overall feeling of hotel service and the possibility of staying in the hotel again. Finally, Based on the analysis results, the paper puts forward suggestions and improvement measures and future prospects for the shop outside the east gate of Xi'an city wall in Hanting. The purpose of this paper is to make contributions to practical application and literature theory. In the practical application, it is hoped that the research of this paper will contribute to the improvement of the service quality of Hanting Hotel, at the same time, improve the return rate and operating performance of the hotel customers, and have a reference value for the improvement of the service quality of other hotels; in addition, It is hoped that the thesis can supplement the existing theory of service quality evaluation system in theory.
【学位授予单位】：西安理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F719.2

【相似文献】