SERVQUAL在我国饭店服务质量评价中的应用

目前,我国还没有自己的服务质量测量方法,大多是应用SERVQUAL这一国外成熟的量表。由于SERVQUAL起源于西方发达国家,在应用时需要对其适用性进行检验和调整,以适应不同国情和行业的特征。通过在3家饭店的实证研究表明,SERVQUAL可以应用于我国饭店业,对于服务质量改进具有指导作用。

Nowadays, there is no measurement tool of service quality in China, and SERVQUAL scale, which is mature in western country, is used. But it is from a developed country, so it should be tested first in different country or different industry. Through testing in three hotels, SERVQUAL can be used in hotel industry in China, and has direction effort on improvement of service quality.