[餐饮业服务质量量表研究.docVIP

餐饮业服务质量量表研究 摘要 餐饮业服务质量的高低是影响餐饮业经营中顾客满意度高低的重要因素之一。顾客往往愿意再次购买自己满意的服务，并会为企业作正面的宣传。提高服务质量是提高顾客满意度和企业利润的主要手段。当前，服务质量量表已广泛应用于众多服务业的服务质量测评和心理测评中。然而在餐饮业服务业中，其应用还不充分，尚处于初级阶段。本文通过对量表的概念、量表设计的依据以及量表的信度和效度的初步研究，结合量表在各行业的应用，针对餐饮服务的特点，来进一步明确餐饮业服务质量的测评应该采用什么样的量表，怎样使量表在当今的餐饮业服务质量测评中起到更大的作用。本文分析了量表、服务质量等相关理论和模型，在此基础上构建了一个简单的餐饮业服务质量量表，为进一步的研究提供了依据。 关键词: 餐饮业 服务质量 量表 Scale of Catering Service Quality Abstract The level of catering service quality is one of the most important factors that affect customer satisfaction. Customers are often willing to buy the satisfied service again, and would like to do positive publicity for the company. Improve the service quality is the main means to improve customer satisfaction and the profits. Currently, the scale of service has been widely applied to many service qualities of service evaluation and psychological testing. However, in the catering industry, its application is still inadequate, is still in its infancy. This paper has talked about the concept of scale, the reliability and validity of the scale, the application of scale in various industries, and the characteristics of the catering service. With these theories, we try to develop a new scale that used in the catering service industry, and to make the scale of todays catering industry to play a greater role and more effective. This article analyses the scale , quality of the service and other related theories and models to build a simple scale of catering service quality. Also, it can provide a basis for further study. Keywords: Catering Service Quality Scale 目录 1引言 3 1.1研究目的和意义 3 1.2文献回顾 3 2餐饮业服务质量量表的相关概念 5 2.1餐饮服务质量的相关概念 5 2.1.1餐饮服务的概念 5 2.1.2服务质量的概念 6 2.2量表的概念 6 2.2.1量表的概念 6 2.2.2量表的特征 7 3餐饮业服务质量量表制定的依据 7 3.1餐饮服务质量的特点 7 3.1.1餐饮服务质量构成的综合性 7 3.1.2餐饮服务质量评价的主观性 7 3.1.3餐饮服务质量显现的短暂性 8 3.1.4餐饮服务质量内容的关联性 8 3.1.5餐饮服务质量对员工素质的依赖性 8 3.1.6餐饮服务质量的情感性 8 3.2餐饮企业服务质量量表开发研究的理论依据 8 3.2.1李克特量表 8 3.2.2服务质量差距模型 9 3.2.3 SERVQUAL多项量表 11 3.2.4服务绩效模型 13 4量表的信度和效度 13 4.1信度、效度的概念及其关系 14 4.1.1信度、效度概念 14 4