摘要
以修订后的SERVQUAL量表为工具,对南通市三家高星级酒店的服务质量进行实证调研,并利用SPSS13.0软件对问卷数据进行统计分析,进而评价南通市星级酒店服务质量现状和差距所在,为今后改进服务质量明确重点和方向。
Service quality of three high-star hotels in Nan tong City were investigated through revised SERVQUAL.Data from investigation were analyzed by means of SPSS13.0 software,based on which the current situation of service quality of Nantong star hotels was described,and the space for improvement was pointed out.The key points and directions for the hotels to improve their service quality were clarified.
出处
《南通纺织职业技术学院学报》
2010年第2期66-68,93,共4页
Journal of Nantong Textile Vocational Technology college
基金
南通职业大学立项资助课题(编号0909203)
关键词
酒店服务质量
测量
评价
hotel service quality
measurement
evaluation
