ABC酒店内部服务质量改进研究

发布时间：2018-10-16 09:56

【摘要】：在世界金融危机的影响下,国内经济发展速度放缓,经济下行成为新常态,星级酒店尤其是五星级酒店的消费市场低迷,主要表现为:大型会议接待数量减少、客房入住率下降、高端顾客人数减少等方面。酒店的服务质量是制约酒店生存和发展的重要因素,酒店要使外部顾客满意,必须先提高与改进内部服务质量,满足内部员工的需求,因此,提升酒店内部服务质量是促进酒店发展、提升酒店竞争力的关键因素。本文以ABC酒店为研究对象,通过对酒店员工的访谈和调查问卷,在剖析ABC酒店内部服务情况的基础上,笔者对相关服务情况提出自己的见解,希望能够通过自己的努力改变内部服务现状,同时提升顾客对酒店的满意程度。本文第一部分主要介绍了什么是内部服务质量、内部与外部服务质量的区别、“服务利润链”理论、内部服务质量的评价、有什么因素可以提升内部服务质量等问题,同时在大量研究的基础上提出来许多改进办法,这些办法包括:如何提高顾客的满意程度、如何提升酒店的形象、如何使员工真心实意地为酒店工作等等。这些意见都对酒店提升整体形象提供了非常好的借鉴作用。其次,通过对该酒店内部组织的详细研究,并结合专业的研究方法,找出酒店内部服务质量的影响因素,设计评价ABC酒店内部服务质量的调查问卷。采取专业的工具对问卷进行了详细的研究,确定问卷的可靠性,同时采取多种手段对酒店的服务质量进行研究,通过研究发现影响内部服务质量的因素。最后,在通过调研和分析原因的基础上,笔者提出了改善酒店内部服务质量的具体方法和途径。文章在提升ABC酒店内部服务质量这个问题上进行了深入的研究,本文研究的主要作用为:第一,提出自身的建议,可以使酒店方面找到适合自己的解决方法,同时有利于酒店建立完善的服务体系,提升顾客的满意程度;第二,酒店行业在我国的服务市场中所起的作用一直很大,以ABC酒店的内部服务情况作为研究的主体,对提升我国服务行业的整体水平也有着同样的借鉴意义。
[Abstract]:Under the influence of the world financial crisis, the domestic economic development has slowed down, the economic downturn has become the new normal, and the consumer market of star hotels, especially five-star hotels, has been in a doldrums, mainly as follows: the number of large-scale conference reception has decreased. Room occupancy rate decreased, the number of high-end customers reduced and so on. The service quality of the hotel is an important factor restricting the survival and development of the hotel. In order to satisfy the external customers, the hotel must first improve and improve the internal service quality to meet the needs of the internal staff. Improving the quality of internal service is the key factor to promote hotel development and enhance hotel competitiveness. This paper takes ABC hotel as the research object, through the interview to the hotel staff and the questionnaire, on the basis of analyzing the internal service situation of the ABC hotel, the author puts forward his own opinion on the related service situation. Hope to change the status of internal services through their own efforts, while enhancing customer satisfaction with the hotel. The first part of this paper mainly introduces the internal service quality, the difference between internal service quality and external service quality, the theory of "service profit chain", the evaluation of internal service quality, what factors can improve the internal service quality and so on. At the same time, on the basis of a large number of studies, many improvement measures are put forward, including how to improve customer satisfaction, how to enhance the image of the hotel, how to make the staff sincerely work for the hotel, and so on. All these suggestions provide a very good reference for the hotel to enhance the overall image. Secondly, through the detailed study of the hotel internal organization, and combining with the professional research methods, find out the influencing factors of the hotel internal service quality, and design the questionnaire to evaluate the ABC hotel internal service quality. This paper makes a detailed study on the questionnaire with professional tools, determines the reliability of the questionnaire, studies the service quality of the hotel by various means, and finds out the factors that affect the internal service quality. Finally, on the basis of investigation and analysis, the author puts forward the concrete ways and means to improve the hotel internal service quality. This article has carried on the thorough research on the enhancement ABC hotel internal service quality question, the main function of this research is as follows: first, puts forward the own suggestion, may enable the hotel aspect to find the suitable own solution, At the same time, it is helpful for hotel to establish perfect service system and enhance customer satisfaction. Secondly, hotel industry plays a very important role in the service market of our country, taking the internal service situation of ABC hotel as the main body of research. To improve the overall level of our service industry has the same reference significance.
【学位授予单位】：东华大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F719.2;F274

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