泉州游客对台湾饭店客房服务质量感知研究

发布时间：2018-12-14 18:51

【摘要】：近年来，大陆居民赴台旅游人数逐年增加。随着社会的快速发展和人们生活水平的不断提高，人们外出旅游时对饭店客房服务质量的要求也越来越高，不仅仅局限于硬件设施方面的质量，更加注重酒店的服务方面，饭店如果想要赢得稳定的客源，在现在激烈的饭店业处于优势，对客房服务质量是不容忽视的。文章首先对国内外有关感知服务质量的理论文献进行了全面梳理和分析，，分别对服务质量、服务质量感知和服务质量感知评价等文献进行了研究，在此基础上探讨饭店服务质量感知的内涵与特点，为后续的泉州游客对台湾饭店客房服务质量感知研究打下坚实的理论基础。然后借鉴国外成熟的服务质量评价模型(SERVQUAL量表)，针对泉州游客赴台旅游的心理动机和饭店服务产品的特点，选择适合于饭店业服务质量感知评价的方法，选取泉州地区若干旅行社赴台旅游团成员作调查，通过有关泉州游客对台湾饭店客房服务质量感知的五个评价维度（包括有形性、可靠性、响应性、保证性和沟通性）的问卷及访谈，了解泉州游客对台湾饭店客房服务质量的预期和实际感知，并运用感知评价方法进行分析和评价，获得期望与实际感知间的差值，了解游客对台湾饭店客房服务质量的满意之处。并在此基础上提出：在企业层面，通过改善硬件设施、建设企业文化与特色以及加强质量管理方面；在员工层面，通过加强服务人员的管理、采取激励措施、增强员工忠诚度和注重个性化服务等来提高台湾饭店客房服务质量的建议。以此提高泉州游客对饭店客房服务质量满意度的同时，也有利于台湾饭店业的发展。
[Abstract]:In recent years, the number of mainland residents traveling to Taiwan has increased year by year. With the rapid development of the society and the continuous improvement of people's living standard, the requirements of hotel room service quality are becoming higher and higher when people travel, not only in the quality of hardware facilities, but also in the service of hotels. If the hotel wants to win a stable source of tourists, in the current fierce hotel industry is in the advantage, the quality of room service can not be ignored. Firstly, this paper makes a comprehensive review and analysis of domestic and international literature on perceived quality of service, and studies the literature on quality of service, perception of quality of service and perceived evaluation of quality of service, respectively. On this basis, this paper probes into the connotation and characteristics of hotel service quality perception, and lays a solid theoretical foundation for the follow-up study of Quanzhou tourists' perception of Taiwan hotel service quality. Then, referring to the foreign mature service quality evaluation model (SERVQUAL), according to the psychological motivation of Quanzhou tourists to Taiwan and the characteristics of hotel service products, the paper chooses the method suitable for the hotel industry service quality perception evaluation. Based on the investigation of some tour group members of travel agencies in Quanzhou area, this paper analyzes the five evaluation dimensions of Quanzhou tourists' perception of hotel room service quality in Taiwan (including visibility, reliability, responsiveness, etc.) To understand the expectation and actual perception of guestroom service quality of Taiwan hotel by Quanzhou tourists, and analyze and evaluate it by means of perception evaluation method, and obtain the difference between expectation and actual perception. To understand the satisfaction of tourists with the quality of hotel room service in Taiwan. On the basis of this, it is put forward that: at the enterprise level, through improving the hardware facilities, building the enterprise culture and characteristics and strengthening the quality management; At the employee level, suggestions for improving the quality of hotel room service in Taiwan are put forward by strengthening the management of service staff, adopting incentive measures, enhancing employee loyalty and paying attention to individualized service. In order to improve Quanzhou tourists satisfaction with hotel room service quality, but also conducive to the development of Taiwan's hotel industry.
【学位授予单位】：华侨大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F719;F274;F224

【参考文献】