基于SERVQUAL模型的如家酒店服务质量研究

Research on Service Quality of Home Inns Based on SERVQUAL Model

本文首先利用SERVQUAL模型设计了如家酒店服务质量调查表,通过对入住过其酒店顾客的调查,得出其服务质量评价结果;然后根据评价结果分析如家连锁酒店服务质量管理现存问题;最后针对这些现存问题提出了几点解决对策,希望对其服务质量管理的改进有一定的参考价值。

In this paper, SERVQUAL model is used to design the service quality questionnaire of Home Inns, and the service quality evaluation results are obtained by investigating the customers who have stayed in the hotels. Then, according to the evaluation results, it analyzes the existing problems in the service quality management of Home Inn chain hotels;Finally, some countermeasures are put forward to solve these problems, hoping to provide some reference value for the improvement of service quality management.