Hotel Guest Satisfaction

Research About Hotel Guest Satisfaction With Hotel Services

1.Introduction

With the change of the relationship between the hotel industry supply and demand and market competition, the hotel management concepts and methods of updating. In the 90's of the last century, new management concepts and methods of the hotel began to introduce the manufacturing industry widely implemented, emphasizing the quality of service is the key, the fundamental functions of the hotel is a one hundred percent customer satisfaction, providing error free service for the customer. The hotel have to diversify the means to create their own service advantage, build the core competitiveness of service products. "100-1=0" theory which is popular. It should be said, put

Most scholars believe that customer perceived service quality is judged by the service process quality and outcome quality. Study on the measure of quality of service and to lay a foundation for measuring index of quantitative research on quality of service, but each customer demand is not the same, and the importance of each attribute to different customers products or services have different views, so in the actual operation should be carried out according to different research purposes.

There are some opinions about the evaluation index and model of hotel service quality. Some scholars have done a lot of research on the service quality measurement tool, which has great breakthrough and contribution of perceived service quality model, SERVQUAL model, SERVPERF model. The specific evaluation methods, but also the most controversial is the SERVQUAL model is used most widely. There are some modes in the following

The scale of the five level, the reliability and rationality of value is questionable; dimensions of the lack of stability, in the practical application of the need for different.32.Industry characteristics make adjustments; the customer service and customer acquisition. Methods the data expressed doubts about the expectations of service quality; the questionnaire in the process of investigation, the evaluation process cumbersome