酒店内部服务质量评价指标体系研究

基于文献回顾和专家访谈,探讨了酒店内部服务质量管理的关键流程,建立了酒店内部服务质量评价指标体系。以6家酒店的273位员工为实证样本,运用SPSS15.0软件进行信度和效度检验,并采用因子分析法对指标体系进行定量分析。研究结果表明,酒店内部服务质量评价指标体系包括5个维度,其相对重要性从大到小依次是质量文化、服务保障、服务评估、服务沟通和服务设计。最后,结合酒店管理实践,提出了实施服务质量管理战略、打造质量文化、提供服务保障等提升内部服务质量的建议。

Study on the Evaluation Index System for the Internal Service Quality of Hotels

Based on the literature review and experts interview,this paper aims at discussing the key processes of internal services quality management and then establishing an internal service quality evaluation system for hotels.273 employees from six hotels are chosen to do empirical research.Reliability and validity are tested by SPSS15.0 and factor analysis method is adopted to make qualitative analysis for the established index system.The research results indicate that internal service quality evaluation index system contains 5 dimensions.Quality culture,service assurance,service evaluation,service communication and service design are ranked according to their importance.Finally,combined with management practices,the paper proposes some suggestions to enhance internal service quality for hotels,such as implementing service quality management strategy,building quality culture,providing service assurance and so on.