会议酒店前厅服务质量与顾客满意度分析——以北京九华山庄为例

Analysis of Service Quality and Customer Satisfaction in Conference Hotels--A Case Study of Jiuhua Villa in Beijing

会议酒店前厅职能的显要性以及会议顾客规模化接待带来的挑战,要求会议酒店必须愈加重视前厅服务质量管理,以提高前厅顾客的满意度。现有文献缺乏对会议酒店前厅服务的理论研究。实证研究中因子分析表明,会议酒店前厅服务质量由环境与设施、登记支付系统、形象与服务意识、服务技能四个因素构成。回归分析表明后两个因素对会议顾客前厅服务满意度产生显著影响。基于此提出建议,为会议酒店前厅服务质量管理提供有益思路。

The conference hotel must pay more attention to the service quality management in order to improve the satis⁃faction of customers at the front desk.Unfortuantely,the existing literature lacks a theoretical study on the service at the front desk of conference hotels.The factor analysis in the empirical study shows that the service quality of conference hotel consists of four factors:environment and facilities,registration and payment system,image and service consciousness,and service skills.The regression analysis manifests that the latter two factors had a significant influence on the service satis⁃faction of customers in the conference hotel.The paper proposes some suggestions baded on the analysis.