摘要
阐明了我国饭店业进行服务质量测评的意义,介绍了服务质量测量问卷SERVQUAL在饭店业中的应用,利用SERVQUAL对H饭店的服务质量进行了测评,根据研究结果提出了该饭店改进服务质量的建议,并指出了本文的局限性和今后的研究方向。
Beginning with the significance of the assessing service quality in the hospitality industry in China, this paper introduces the application of the SERVQUAL; secondly assesses the service quality of hotel H using it, and gives some suggestion on improving the service quality based on the result; lastly points out the limitations and the future direction of the study.
出处
《天津商学院学报》
2005年第4期19-23,共5页
Journal of Tianjin University of Commerce
关键词
饭店业
服务质量
服务质量测评
SERVQUAL
hospitality industry
service quality
the measurement of service quality
SERVQUAL
