饭店服务质量管理重点分析

Analysis on the Most Important Aspects of Hotel Service Quality Management

在广州市某三星饭店进行了一次实证研究，运用因果关系分析方法，检验两个饭店宾客满意程度模型。研究结果显示，饭店三个部门（前厅、餐厅和客房）两类属性的质量（有形成分和无形成分的质量）对宾客的总体满意程度有不同的影响。作者认为：饭店管理人员应根据各类属性对宾客满意程度的不同影响，确定服务质量管理工作的重点。

The authors tested two causal models of hotel guest satisfaction in an empirical study in a three star hotel in Guangzhou, South China. The result of LISREL analysis shows that tangible and intangible attributes have different impacts on cuotomers' overall satisfaction. Hotel managers are advised to focus their attention on those attributes that have the largest impact on cuotomers' overall satisfaction, so as to improve guest satisfaction effectively.