市场营销-江门市酒店业服务质量提升策略论文.docx

江门市酒店业服务质量提升策略 【摘要】随着当前我国经济的快速和持续健康发展，人们工作和生活的水平不断改善和提高，目前酒店业已经作为我国旅游新兴产业体系中三大重要支柱产业的其中一个产业，作为重点培育和发展的对象，其发展趋势不仅影响着整个旅游业的发展，也影响着当地的经济发展。然而随着酒店的规模不断扩大，当地酒店业的服务质量问题越来越突出，因此提升服务质量成为酒店未来发展的重中之重。 本文首先概述了酒店服务质量的相关概念和理论基础；然后以江门市为主要研究对象，探讨了该市酒店服务质量的发展环境，通过发放问卷来收集数据，进一步统计和分析数据；参考调查结果剖析酒店服务质量存在的问题及其原因；最后针对以上的问题，提出当地酒店提升服务质量的建议与对策。 【关键词】服务质量；评价模型；质量管理；顾客满意度 Research on service quality improvement of hotel industry in Jiangmen 【Abstract】With the current rapid and sustained and healthy development of Chinas economy, peoples work and living standards continue to improve and improve. At present, the hotel industry has become one of the three major pillar industries in Chinas emerging tourism industry system Objects, its development trend not only affects the development of the entire tourism industry, but also affects the local economic development. However, as the scale of hotels continues to expand, the service quality problems of the local hotel industry become more and more prominent, so improving service quality has become a top priority for the future development of hotels. This paper first summarizes the related concepts and theoretical basis of hotel service quality; then takes Jiangmen City as the main research object, discusses the development environment of hotel service quality in the city, collects data through issuing questionnaires, further statistics and analysis data; analyzes the problems existing in hotel service quality and its causes with reference to the survey results; finally, aiming at the above problems, puts forward suggestions and countermeasures for local hotels to improve service quality. 【Keywords】Service quality Evaluation model Quality Assurance Customer satisfaction 目 录TOC \o 1-3 \h \u 1 前言 1 1.1 选题背景 1 1.2 国内外研究现状 1 1.2.1 国外研究现状 1 1.2.2 国内研究现状 2 1.3 研究的目的与意义 4 1.3.1 理论意义 4 1.3.2 现实意义 5 1.4 研究内容和方法 5 1.4.1 研究内容 5 1.4.2 研究方法 6 2 相关概念和理论基础 8 2.1 核心概念界定 8 2.1.1 酒店服务质量的内容 8 2.1.2 酒店服务质量的特