酒店服务效率对顾客感知服务质量影响研究——以宁波东钱湖恒元酒店为例-毕业论文.doc

摘 要 随着社会经济的发展，人们生活水平的不断提高，人们对酒店的服务、酒店的硬件设施要求也越来越高，在硬件设施已经不能优化的前提下，提高酒店的服务质量显得尤为重要。顾客往往要求服务要有专业化、多样化、个性化来满足他们的需求。在这种高要求、高压力的时代下，酒店要想得到顾客的青睐，就必须建立核心竞争力，打造独一无二的服务。酒店应该从哪方面入手来提升服务质量呢？众所周知，影响服务质量的因素有很多，很多酒店就想面面俱到，争取将每一方面都做得完美，可是在资源有限、能力有限的情况下，面面俱到就变成了做表面功夫。所以，我们需要关注的是最能影响顾客的服务质量的因素，将最能影响的方面做细、坐实。那么，这就需要我们通过研究顾客感知服务来发现影响服务质量最重要的因素是什么。 通过资料的搜查，发现学术界对影响服务质量的很多方面都进行了探讨，但对服务效率的研究还比较稀薄。所以本文主要是以宁波东钱湖恒元酒店为例，分析服务效率对顾客感知服务质量的影响进行研究。 关键词：感知服务质量；服务效率；酒店服务质量 Abstract With the development of social economy and the continuous improvement of peoples living standards, people have higher and higher requirements for the service and hardware facilities of the hotel. On the premise that the hardware facilities can not be optimized, it is particularly important to improve the service quality of the hotel. Customers often require professional, diversified and personalized services to meet their needs. In this era of high demand and pressure, if the hotel wants to win the favor of customers, it must establish core competitiveness and create unique service. What should hotels do to improve service quality? As we all know, there are many factors that affect the service quality. Many hotels want to do everything in order to make every aspect perfect. However, in the case of limited resources and capabilities, everything becomes superficial. Therefore, we need to pay attention to the factors that can most affect the service quality of customers, and make the most influential aspects detailed and practical. Then, we need to find out what is the most important factor affecting service quality by studying customer perceived service. Through the search of data, it is found that academic circles have discussed many aspects affecting the service quality, but the research on service efficiency is still relatively rare. So this paper mainly takes Hengyuan hotel in Dongqian Lake of Ningbo as an example to analyze the impact of service efficiency on customer perceived service quality. Key words: perceived