Dissertation > Economic > Trade and Economic > Domestic Trade and Economic > Services sector

A Study on the Service Quality Measurement of the Hotel Industry in China Based on the SERVQUAL

Author ChenRuiXia
Tutor WangWenJun
School Tianjin University of Commerce
Course Tourism Management
Keywords Hotel Industry Quality of service Service expectations Service Aware Service Quality Evaluation
CLC F719
Type Master's thesis
Year 2006
Downloads 1278
Quotes 24
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In the 1980s, with the rapid development of services of Western countries, the importance of the quality of service received more and more attention, providing high-quality service has become an important way to gain a competitive advantage. 20 years, scholars in Europe and the United States not only created a service quality research, but also from the definition of quality of service, quality of service dimension to the evaluation of research have made a significant contribution. Compared with foreign countries, China's research on the quality of service has only just begun, is still in the research phase of the introduction of foreign, not form their own theoretical system, especially in the enterprise is most instructive to study the evaluation of the quality of service less. With China's accession to WTO, our country's hotel industry has been fully open to foreign and foreign well-known hotel management companies moving into China, with its management and capital and other advantages to seize market share. Relatively speaking, China's hotel industry status quo lower quality of service has become the shackles of China's hotel industry, so as soon as possible to improve the quality of service is our property currently addressed primary problem. And in order to improve service quality, we must first understand their own hotel service quality status, understand their own and competitors' strengths and weaknesses, so that targeted strategies for improvement. But the hotel industry in our country, on the evaluation of the quality of service is also unusual, nor a complete and effective service quality measurement scale. And foreign SERVQUAL method, because of its good applicability, since its inception has been widely used in various industries, the five dimensions of service quality of its structure is recognized by numerous scholars. However, due to SERVQUAL produced in Western countries, so must be applied to our industry-specific research on its applicability. This departure from the hotel industry to mature the most widely used abroad questionnaire - SERVQUAL as the basic framework, through the SERVQUAL compensate for flaws, combined with China's hotel industry, industry characteristics, design of hotel service quality of the evaluation questionnaire. After the three hotels in the country conducted a survey and research using SPSS software on a statistical analysis of the data showed that the questionnaire has high reliability and validity, and can be used in the hotel's service quality evaluation, validation The five dimensions of service quality in China's hotel industry model applicability, and come to the five dimensions of service quality hotel Sort: safety, empathy, responsiveness, reliability and tangibles. Therefore, the hotel industry, the conclusions of this study can be applied directly to the specific hotel management, hotel service quality for our country to improve named direction. Overall, this study on the evaluation of the hotel's service quality problems have been studied in order to SERVQUAL basis, according to China's hotel industry industry characteristics, developed suitable for China's national conditions Hotel Service Quality Assessment Scale, with strong practical sense, help to improve the situation of the hotel's service quality, thus to improve their international competitiveness.

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