越南酒店业服务质量与顾客满意研究

发布时间：2018-06-14 22:02

本文选题：酒店业 + 服务质量　；参考：《广西师范大学》2013年硕士论文

【摘要】：随着人类社会经济的发展,服务经济时代已经到来,服务业在整个国民经济中扮演着越来越重要的角色。酒店业作为主导性的服务行业,面临着前所未有的激烈竞争,其中的单体三星级酒店要想在这激烈竞争中生存下来并得到发展,必须提高服务质量,培育顾客价值,提升顾客满意。酒店业的发展在近年来取得了突飞猛进的增长,随着全球消费趋势的变化,酒店业逐渐成为各个国家发展中主要的经济支柱之一。越南酒店业的已经成为越南经济增长最为重要的内容之一,在越南酒店业的发展中,越南各大酒店及其注重服务质量的提升,打造服务品牌,这为越南酒店的发展带来了积极的促进作用。酒J占业服务质量和顾客满意度之间具有紧密的联系,通过服务质量来提升顾客的满意度对于酒店业的发展具有促进作用.越南酒店业在服务管理方面走在世界的前面。本文以越南酒店业服务质量为研究对象,探讨了越南酒店业在发展过程中的服务质量的各个方方面,主要从服务产品组合设计、服务品牌以及服务个性化等服务质量的多个方面进行了研究,进而根据调查研究,建立模型,用因子分析的方法分析了影响越南酒店业顾客满意度的因素,最后提出了对我国酒店业发展的借鉴意义,对于促进我国酒店业的发展具有中大的意义。
[Abstract]:With the development of human society and economy, the era of service economy has come, and service industry plays a more and more important role in the whole national economy. As a leading service industry, hotel industry is facing unprecedented fierce competition. In order to survive and develop in this fierce competition, the hotel industry must improve service quality and cultivate customer value. Improve customer satisfaction. The development of hotel industry has made rapid growth in recent years. With the change of global consumption trend, hotel industry has gradually become one of the main economic pillars in the development of various countries. The hotel industry in Vietnam has become one of the most important parts of Vietnam's economic growth. In the development of the Vietnamese hotel industry, Vietnamese hotels and their emphasis on improving service quality and building service brands, This for the Vietnamese hotel development has brought the positive promotion function. There is a close relationship between service quality and customer satisfaction of wine J, and the promotion of customer satisfaction through service quality can promote the development of hotel industry. Vietnam's hotel industry is ahead of the world in terms of service management. This paper takes the service quality of the hotel industry in Vietnam as the research object, discusses all aspects of the service quality in the development process of the hotel industry in Vietnam, mainly from the service product combination design. Service brand and service individuation and other aspects of service quality were studied, and then according to the investigation and research, the model was established, and the factors influencing the customer satisfaction of the hotel industry in Vietnam were analyzed by factor analysis method. Finally, the paper puts forward the reference significance for the development of the hotel industry in China, which is of great significance to promote the development of the hotel industry in our country.
【学位授予单位】：广西师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F719;F719

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