基于顾客满意度的高端酒店服务质量改进研究  

Research on Service Quality Improvement of Luxury Hotels Based on Customer Satisfaction

作　　者：但雨晴 李舟[1] DAN Yuqing;LI Zhou(Shenzhen Institute of Tourism,Jinan University,Shenzhen 518000,Guangdong,China)

机构地区：[1]暨南大学深圳旅游学院,广东深圳518000

出　　处：《科技和产业》2023年第15期64-68,共5页Science Technology and Industry

摘　　要：以深圳市高端酒店为研究对象,以SERVQUAL(服务质量评价)模型中影响顾客满意度的5个维度为基础,运用扎根理论找出影响高端酒店服务质量的第6个维度。用问卷调查法收集数据,用SPSS25.0软件分析数据,探索服务质量影响因素与顾客满意度之间的关系,构建高端酒店服务质量评估模型。研究发现,移情性和发展性对于高端酒店服务质量的影响更为显著。基于研究结论,提出服务质量改进策略,为高端酒店实现既定经营目标、保持全面发展和提升自身竞争力提供理论支持,更好地满足顾客需求。Taking luxury hotels in Shenzhen City as the research object,the sixth dimension of luxury hotels service quality is found by applying grounded theory based on the five dimensions of SERVQUAL model that affect customer satisfaction.The data is collected by questionnaire and is analyzed by SPSS25.0 software.The relationship between service quality and customer satisfaction is obtained.It is found that empathy and developmentalism have a more significant impact on the quality of service in luxury hotels.Improvement suggestions are put forward to make the luxury hotels achieve the established business goals,maintain the overall development and enhance their competitiveness to better meet customer needs.

关 键 词：高端酒店 服务质量 顾客满意度 SERVQUAL(服务质量评价)模型 

分 类 号：F719.2[经济管理—产业经济] F274