饭店服务质量模型实证研究

An Empirical Study of the Model of Quality Services in Hotels

在对国际主流服务质量模型把握的基础上,结合饭店业的特点,初步构建了饭店服务质量理论模型,并以安徽、四川两地三星级饭店为例进行实证研究.运用LISREL软件对模型进行验证和修正,最终确定了饭店服务质量模型;借助SPSS软件对问卷信度及效度进行检验,结果显示问卷具有相当高的信度和效度.研究发现,饭店服务质量包含交互质量、实体环境质量和结果质量,其中交互质量应从服务人员的态度、行为和专业知识方面来衡量,实体环境质量从服务场所的氛围、设计和有形性方面来衡量,结果质量从社会因素、等待时间和评价三方面来衡量.

Based on the model of the international mainstream connecting with the characteristics of hotel industry, this paper has built standard for hotel quality services and by up a preliminary theoretical model for hotel quality services. It has analyzed two of the Three-Star hotels in Anhui and Sichuan provinces with experimental studies respectively. By employing LISREL software to test and adjust the model, the paper has established a standard model of quality services in hotels. In addition, it has tested the reliability and efficiency of relevant questionnaires through applying SPSS software. The result showed that hotel quality services consist of three primary dimensions, which are defined by several corresponding sub-dimensions： （a） the quality of interaction, （b） the quality of physical environment, and （c） the quality of outcomes. The quality of interaction should be measured with attitudes, behaviors, and expertise of the hotel employees. The quality of physical environment should be measured with ambient conditions, hotel design, and tangible factors. The quality of outcomes should be measured with social aspects, waiting time of the customers, and evaluation.