随着人民生活水平及品味的提升，顾客对酒店服务提出了更高的要求。在酒 店业迅猛发展，竞争日益激烈的现实情况中，如果只重视硬件的更新而忽视服务 质量的提升，会导致酒店逐渐失去竞争优势。这说明服务质量对现代酒店发展起 着至关重要的作用。服务质量是抽象的概念，要想真正了解酒店实际服务情况需 要借助服务质量评价体系，目前，国外对服务质量评价体系的研究十分成熟，但 对不同地区、不同酒店、不同客户群体不能直接适用，而需根据酒店实际情况对 服务质量评价体系进行调整、完善后才能具体使用。基于激烈的竞争环境与酒店 经营的现实需要，本文以邯郸市 LD 酒店为研究对象，针对其服务质量进行研究， 为酒店管理者在服务质量提升方面提供有效参考依据。 本文从服务质量基本概念、评价模型等理论研究入手，利用问卷调查、因子 分析等方法。首先，确定以 SERVQUAL 模型为基础，结合 LD 酒店服务和管理特 点，采用问卷调查和因子分析法，建立了包含 27 项评价指标的 LD 酒店服务质量 评价体系，将其划分为六个维度，即服务性、有形性、保证性、独特性、响应性、 时代性，并计算出公因子和各指标权重值。其次，用构建的评价体系对 LD 酒店 现有的服务质量进行测评，计算综合得分，对整体及各项指标进行排序、综合分 析，找出影响服务评价的关键指标。最后，分析问题产生的原因，有针对性的提 出改进建议及措施。 关键词：酒店服务质量 SERVQUAL 模型 因子分析 建议措施III ABSTRACT With the improvement of people's living standard and taste, customers have put forward higher requirements for hotel service. In the reality of the rapid development of the hotel industry and increasingly fierce competition, if you only pay attention to the update of hardware and neglect the improvement of service quality, it will lead to the gradual loss of the hotel's competitive advantage. This shows that service quality plays a crucial role in the development of modern hotels. Service quality is an abstract concept, to really understand the hotel the actual service conditions needed a service quality evaluation system, at present, the research on service quality evaluation system is very mature abroad, but in different regions, different hotel, can not directly apply different customer groups, and should be according to the actual circumstance of the hotel to adjust service quality evaluation system, perfecting the ability after the specific use. Based on the fierce competitive environment and the practical needs of hotel management, this paper takes Handan LD Hotel as the research object to study its service quality and provide effective reference basis for hotel managers to improve their service quality. This paper starts from the basic concept of service quality, evaluation model and other theoretical research, using questionnaire survey, factor analysis and other methods. First, make sure based on the SERVQUAL model, combining with the characteristics of LD hotel services and management, using questionnaire and factor analysis method, established the contains 27 indexes of LD, hotel service quality evaluation system can be divided into six dimensions, namely, service, tangibility, guarantee, uniqueness, responsiveness, times, and calculate the common factor and the index weights. Secondly, the established evaluation system is used to evaluate the existing service quality of LD hotel, calculate the comprehensive score, sort and comprehensively analyze the overall and various indexes, and find out the key indexes that affect the service evaluation. Finally, the paper analyzes the causes of the problems and puts forward targeted improvement Suggestions and measures. Keywords ： Hotel service quality, SERVQUAL model, factor analysis, recommended measuresV 目 录 摘要................................................................................................................................................I ABSTRACT.........................................................................................................................................III 第一章 绪论.................................................................................................................................-1- 1.1 研究背景...............................................................................................................................-1- 1.2 研究目的与意义.................................................................................................................-2- 1.2.1 研究目的..................................................................................................................-2- 1.2.2 研究意义..................................................................................................................-2- 1.3 研究现状...............................................................................................................................-3- 1.3.1 国外研究..................................................................................................................-3- 1.3.2 国内研究..................................................................................................................-4- 1.4 研究思路和研究方法........................................................................................................-6- 1.4.1 研究思路..................................................................................................................-6- 1.4.2 研究方法..................................................................................................................-7- 1.5 研究创新点.......................................................................................................................... -7- 第二章 酒店服务质量基本概念与基础理论.....................................................................-9- 2.1 服务及酒店服务.................................................................................................................-9- 2.2 服务质量与酒店服务质量.............................................................................................-10- 2.3 服务质量模型及评价方法.............................................................................................-11- 2.3.1 服务质量模型.......................................................................................................-11- 2.3.2 服务质量评价方法..............................................................................................-12- 第三章 LD 酒店概况................................................................................................................-15- 3.1 酒店行业发展概述...........................................................................................................-15- 3.2 LD 酒店基本情况.............................................................................................-16- 3.2.1 LD 酒店简介...........................................................................................................-16- 3.2.2 LD 酒店管理架构.................................................................................................-16- 3.2.3 LD 酒店人力资源构成........................................................................................-17- 3.3 LD 酒店服务质量现状.....................................................................................................-19- 第四章 LD 酒店服务质量评价体系构建...........................................................................-23- 4.1 LD 酒店服务质量评价体系构建的目的和原则.......................................................-23-VI 4.1.1 构建目的................................................................................................................-23- 4.1.2 构建原则................................................................................................................-23- 4.2 LD 酒店服务质量评价指标的筛选..............................................................................-24- 4.2.1 评价指标的初步选择.........................................................................................-24- 4.2.2 完善评价指标.......................................................................................................-25- 4.3 LD 酒店服务质量评价体系的确立.................................................................