河南饭店业的服务质量测量

A Measurement Study of the Service Quality in Hotel Industry in Henan Province

通过具体饭店的实证研究设计出的服务质量测量问卷,证明了SERVQUAL在饭店业的适用性。河南饭店业服务质量改进的主要策略应是:关注顾客需求、重视员工满意、提高安全性和有形性质量、树立全面质量观念、实行标准化服务和个性化服务的有机结合。

Through the empirical research in hotels,the paper designs a measurement questionair of service quality in the hotel industry,which tests the validity of SERVQUAL.Meanwhile,some strategies to improve the hotel service qualityare proposed：to pay attention to customer demand,to attach importance to employee satisfaction,to improve safety and tangible quality,to establish a total quality concept,and to implement standardized service and individuational service organically.