毕业设计（论文）
提升X酒店服务质量的研究
学 院 专业名称 班级学号 学生姓名 指导教师
控制工程学院 工业工程 1111023 李争 王庆
2015年6月22日
东北大学秦皇岛分校毕业设计（论文） 第 I 页 提升X酒店服务质量的研究
摘 要
随着人们生活水平不断的提高，我国的旅游业近年来得到了迅猛的发展，同时也造成我国的酒店如雨后春笋般涌现，各星级酒店数量连年增加。而且我国加入WTO以后，市场与国际接轨，促使我国的酒店行业面临着国内国外双重竞争。在如此激烈的竞争环境下，各星级酒店如何生存下去，成为了首要面临的问题。
X酒店做为我国一家五星级酒店，同国内大部分酒店一样，在激烈的竞争环境下，软硬件设施设备经过不断的更新和改善，得到了长足的发展与进步，但是酒店的服务质量还存在着不少问题。一方面，酒店做为服务行业，酒店的产品即为服务过程，具有生产和消费同时进行的特性，因此做不好事前预防工作，很难对服务质量进行控制。另一方面，我国的酒店管理者对酒店服务质量管理不够重视，造成我国服务质量普遍不高。因此提升酒店的服务质量，成为各星级酒店增加自身竞争力的关键。
本文以X酒店的服务质量体系为研究对象，采用了实地考查研究和查找相关文献进行理论分析的方法，采用了发现问题，分析问题，解决问题的一般手段。全文共分为五章，第一章为诸论部分，主要介绍了本文的研究背景和研究意义；第二章讲述了本文需要的相关理论；第三章主要是对X酒店的现状分析。为了更准确的评价X酒店的服务质量，我们采用SERVQUAL模型，发放问卷调查，分析X酒店在服务质量管理的不足，找出X酒店服务质量存在的问题并加以研究。第四章针对X酒店服务质量存在的问题，提出切实可行的解决方法，为了保证解决方法的有效实施，并提出了几点保障手段。
本文不仅对提升X酒店的服务质量具有一定的帮助，对其他的酒店服务质量的改进也有一定的借鉴。为提升酒店服务质量的理论研究做出了自己的贡献。
关键词：服务质量，SERVQUAL模型，酒店
东北大学秦皇岛分校毕业设计（论文） 第 II 页
Research To Improve The Quality Of Service X Hotel
Author：Li Zheng
Tutor：Wang Ting
Abstract
With the continuous improvement of people's living standards, China's tourism industry has been rapid development in recent years, but also caused our hotels have sprung up, each successive increase in the number of star hotels. And after China's accession to WTO, the market with international standards, promote China's hotel industry is facing a dual domestic and foreign competition. In such a competitive environment, how to survive each star hotel has become a primary issue facing.
X of the hotel as a five-star hotel, with most of the domestic hotel, like, in a highly competitive environment, software and hardware facilities and equipment through continuous updating and improvement has been considerable development and progress, but also the quality of hotel services there are many problems. On the one hand, the hotel industry as a service, the hotel's product is the service process, with the characteristics of production and consumption at the same time, so do not do preventive work beforehand, it is difficult to control the quality of service. On the other hand, our hotel manager of the hotel QOS management not pay enough attention, resulting in the quality of our service is generally not high. Therefore enhance the quality of hotel services, a key all-star hotels to increase their competitiveness. This article X hotel quality service system as the research object, using a field test to find relevant literature studies and theoretical analysis method, using the identify problems, analyze problems, generally means to solve the problem. The full text is divided into five chapters, the first chapter on the part of various, mainly introduces the background and significance of this paper; Chapter II of this article describes the theory needs; third chapter analyzes the status quo X hotel. In order to more accurately evaluate the X hotel's service quality, we use SERVQUAL model, issuing questionnaires, analyze X hotels in QOS management deficiencies. And evaluation of employee satisfaction. Chapter IV presents X hotel service problems and its causes were analyzed. Chapter X proposed to improve the quality of service improvements hotel and guarantee means.
This paper not only improve the quality of service X hotel has some help for other
东北大学秦皇岛分校毕业设计（论文） 第 III 页
improvements in the quality of hotel services also have some reference. Theoretical research to improve the quality of service the hotel has made its own contribution.
Key Words: Quality of service, SERVQUAL model, Hotel
东北大学秦皇岛分校毕业设计（论文） 第 IV 页
目 录
1绪论 ........................................................................................................................................ 1 1.1研究背景 ........................................................................................................................ 1 1.2研究目的和意义 ............................................................................................................ 1 1.2.1研究目的 ................................................................................................................ 1 1.2.1研究意义 ................................................................................................................ 2 1.3国内外的研究现状 ........................................................................................................ 2 1.3.1我国酒店的发展状况 ............................................................................................ 2 1.3.2国内外对酒店服务质量的研究现状 .................................................................... 3 1.4研究内容和研究方法 .................................................................................................... 3 1.4.1研究内容 ................................................................................................................ 3 1.4.1研究方法 ................................................................................................................ 3 2酒店服务质量研究的相关理论 ............................................................................................ 4 2.1酒店服务质量的内容 .................................................................................................... 5 2.1.1酒店服务的概述 .................................................................................................... 5 2.1.2酒店服务质量的定义与内容 ................................................................................ 5 2.2酒店服务质量体系的相关内容 .................................................................................... 5 2.2.1服务接触 ................................................................................................................ 5 2.2.2员工满意 ................................................................................................................ 6 2.2.3顾客满意与忠诚度 ................................................................................................ 6 2.3酒店服务质量的衡量 .................................................................................................... 7 2.3.1 SERVQUAL评价模型的相关介绍 ...................................................................... 7 2.3.2 SERVQUAL评价模型的应用 .............................................................................. 8 3 X酒店服务质量分析及存在问题 ........................................................................................ 9 3.1 X酒店的介绍 ................................................................................................................ 9 3.2 X酒店服务质量现状分析 ............................................................................................ 9 3.2.1 X酒店的SERVQUAL模型调整 ......................................................................... 9 3.2.2 应用SERVQUAL模型的问卷调查 .................................................................. 10 3.2.3酒店服务质量五个维度的现状 .......................................................................... 12 3.3X酒店服务质量五个维度存在问题的具体原因 ....................................................... 14 3.3.1 X酒店服务质量管理效率差 .............................................................................. 14