提升酒店服务质量的研究.docVIP

毕业设计（论文） 提升X酒店服务质量的研究 学 院 控制工程学院 专 班级 学生姓名 指导教师 2015年6月22日 提升X酒店服务质量的研究 摘要 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 Research To Improve The Quality Of Service X Hotel Author：heng Tutor：ang Ting Abstract With the continuous improvement of peoples living standards, Chinas 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 Chinas accession to WTO, the market with international standards, promote Chinas 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 hotels 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 in