经济型酒店服务质量提升策略研究——以7天连锁酒店为例

Service Improvement in Cheap Hotels: A Case Study of 7 Days Hotel Chain

通过7天连锁酒店服务质量的问卷调查研究,对其存在的一些服务质量问题进行剖析,并对解决这些问题提出了建议。问卷调查主要围绕酒店的服务质量、住宿环境、硬件设施和软性服务等方面进行,调查结果显示,其服务质量存在着如下个方面的问题:硬件设施服务、酒店软性服务、酒店服务质量人力资源管理。针对这些问题提出发展性的对策建议,而这些问题的解决同样对国内经济型连锁酒店的发展大有裨益。

Through 7 days hotel chain’s service quality questionnaire investigation and study, the problems about the quality of its services are proposed. Questionnaire mainly includes the hotel service quality such as accommodation environment, hardware facilities, the hotel soft service, etc. The results showed that the quality of service has the following problems: hardware service, flexible service, hotel service quality of human resource management. Thus the paper puts forward developmental countermeasures in these aspects, and it is helpful for the development of domestic cheap hotel chain to deal these problems.