基于TQM的宾馆业顾客满意度评价方案研究

Research on Appraisal Scheme for Customer Satisfaction Degree in the Hotel Industry Based on TQM

在分析现行宾馆顾客满意度评价方法利弊的基础上,运用质量管理和服务营销理论,借鉴TQM、ISO9000族标准和6σ以顾客为关注焦点管理的系统方法,分析了宾馆业顾客满意度(CSD)评价指标体系设计准则,通过进行顾客满意度评价指标体系关联性评价与遴选,提出了顾客对客房服务进行满意度评价的指标体系,并将效用函数与隶属度评价方法相结合,建立了顾客满意度评价模型.结合宾馆实例,进行顾客满意度评价模型应用案例分析,评价结果反映出宾馆顾客满意度N=0.5,顾客对宾馆服务较满意,并根据评价结果提出了改进建议.

On the basis of the analysis of the advantages and disadvantages of the current evaluation methods of hotel customers＇satisfaction,the theory of quality management and service marketing,TQM and ISQ9000clan standard,and 6α-management customer-oriented method were used to analyze the design criteria of CSD（customers＇ satisfaction degree）evaluation index system in the hotel industry.By the identification relative assessment and selection of the CSD evaluation index system,the evaluation index system of customers＇satisfaction of room service is proposed.And by combining the utility function and method of membership degree evaluation,the CSD evaluation model is established.Finally,the application cases of the CSD evaluation models were analyzed according to the actuality of our company＇s hotel,and the evaluation results have showed the CSD of the hotel is N=0.5（the customers feel rather satisfied with the service of the hotel）,and the improvement suggestions are made according to the evaluation results.