基于SERVQUAL的酒店服务质量评价体系研究

A Study on the Hotel Service Quality Evaluation System Based on SERVQUAL

以SERVQUAL量表为基础,结合我国酒店行业的具体质量构成特点,重新选择和组合相关变量,并通过Cronbach-α检验、因子分析以及实证测评,验证了经过修订的SERVQUAL量表具有良好的信度和效度,可为星级酒店提高服务质量提供更为准确的测评工具和方法。

This study adopts the form of the SERVQUAL model,reselecting and recombining the correlative variables with the consideration of particular national conditions and specific composition of the hotel industry,initially forms our own hotel service quality evaluation model based on the SERVQUAL,provides certain innovativeness and practical significance.This model has satisfactory validation and reliability by verifying with factor analysis and so on.