| 河南饭店业的服务质量测量 |
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| 引用本文： | 陈瑞霞.河南饭店业的服务质量测量[J].洛阳工学院学报(社会科学版),2011(2):70-72. |
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| 作者姓名： | 陈瑞霞 |
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| 作者单位： | 河南商业高等专科学校旅游管理系,河南郑州450044 |
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| 基金项目： | 河南省社科联基金项目（SKL-2007-2259） |
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| 摘 要： | 通过具体饭店的实证研究设计出的服务质量测量问卷,证明了SERVQUAL在饭店业的适用性。河南饭店业服务质量改进的主要策略应是：关注顾客需求、重视员工满意、提高安全性和有形性质量、树立全面质量观念、实行标准化服务和个性化服务的有机结合。
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| 关 键 词： | 河南省 饭店业 服务质量 |
A Measurement Study of the Service Quality in Hotel Industry in Henan Province |
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| CHEN Rui-xia.A Measurement Study of the Service Quality in Hotel Industry in Henan Province[J].Journal of Luoyang Institute of Technology(Social Science),2011(2):70-72. |
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| Authors: | CHEN Rui-xia |
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| Institution: | CHEN Rui-xia (Tourism Management Department,Henan Acdamic Business College,Zhengzhou 450044,China) |
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| Abstract: | Through the empirical research in hotels,the paper designs a measurement questionair of service quality in the hotel industry,which tests the validity of SERVQUAL.Meanwhile,some strategies to improve the hotel service qualityare proposed：to pay attention to customer demand,to attach importance to employee satisfaction,to improve safety and tangible quality,to establish a total quality concept,and to implement standardized service and individuational service organically. |
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| Keywords: | Henan province hotel industry service quality |
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