中国饭店业是与国际接轨最早的行业之一，近些年来也是政府确定的外商投 资优势产业，历经40多年的发展，中国饭店业无论是在规模还是品质上，都逐 步接近国际水准。目前，全球各大国际酒店集团纷纷入驻中国市场，这些酒店集 团不仅进军中国经济发达地区，而且从一线城市向二、三线城市不断扩张，中国 饭店业已实现国内竞争的国际化。改革开放以来，中国完成了从旅游短缺型国家 到旅游大国的历史性跨越，正朝着旅游强国的目标迈进。作为旅游业支柱产业的 饭店业，在国内旅游形势一片大好和政府进一步推动供给侧结构性改革的当下， 也将迎来新的机遇与挑战。 饭店服务质量对饭店的经营来说至关重要。优质的服务不仅可以帮助饭店获 得信誉、赢得市场，还能为饭店带来经济效益。与旅游业发达的国家或地区相比， 郑州市星级饭店还存在着诸多急需解决的问题，对星级饭店服务质量进行科学的 测量是解决相关问题的重要步骤。本论文在对相关领域文献研究的基础上，采用 SERVPERF评价方法对郑州市7家星级饭店的顾客感知服务质量进行测量，使用 SPSS22.0软件对数据进行整理分析。本次研究共得出以下几点结论：1.顾客对 郑州市高星级以外的星级饭店识别度较低；2.目前顾客对郑州市星级饭店服务质 量的感知主要受客房与餐饮服务、个性化服务这两个个维度的影响；3.建立回归 模型发现客房与餐饮因子对顾客总体满意度影响最大。在实证分析后分别从星级 饭店和政府两个角度对发现的问题提出解决对策，在论文的最后对本次研究进行 总结,并对今后的研究工作进行展望。 关键词：SERVPERF模型；星级饭店；顾客感知 中原工学院硕士学位论文 II Abstract China'shotelindustryisoneoftheearliestserviceindustriesthathasbeeninline withtheinternationalstandards.Inrecentyears,ithasalsobeendeterminedbythe governmentasacompetitiveindustryforforeigninvestment.China'shotelindustry, intermsofscaleandquality,hasgraduallyapproachedtheinternationallevel,after morethan40yearsofdevelopment.Atpresent,mostofthemajorinternationalhotel groupshaveenteredtheChinesemarketinsuccession.Thesehotelgroupshavenot onlyenteredthedevelopedregionsofChina,butalsoexpandedfromthefirst-tier citiestothesecondandthird-tiercities.China'shotelindustryhasrealizedthe internationalizationofdomesticcompetition.Sincethereformandopeningup,China hasrealizedahistoricleapfromacountrywithshorttourismtoamajortourism country.Asapillarindustryoftourism,thehotelindustrywillalsofacenew opportunitiesandchallengesasthedomestictourismsituationisboomingandthe governmentfurtherpromotesthesupply-sidestructuralreform. Servicequalityofhotelsliesattheheartofhoteloperationalmanagement.To surviveandprosperinacompetitivemarket,hotelsmustincreasetheservicequality tobuildtheirreputation,differentiatetheirbusinessfromcompetition,andeventually, maximizetheprofits/wealth/value/cashflow/stockholders'benefits...paredwith countriesorregionswithdevelopedtourism,therearestillmanyproblemsthatneed tobesolvedurgentlyinthestar-levelhotelindustryofZhengzhou.Onthebasisof literatureresearchinrelatedfields,thispaperusesSERVPERFevaluationmethodto measurethecustomerperceivedservicequalityof7starhotelsinZhengzhoucity,and usesSPSS22.0softwaretocollateandanalyzethedata.Thefollowingconclusions canbedrawnfromthisstudy.Firstly,customershavelowrecognitionofstarhotelsin Zhengzhou.Secondly,atpresent,customerperceivedtheservicequalityofstar-rated hotelsinZhengzhouisaffectedbythetwodimensions——guestroom,catering serviceandpersonalizedservice.Thirdly,establishingaregressionmodelofthe overallqualityofcustomerperceivedserviceandfindingthatguestroomandcatering factorshavethegreatestimpactontheoverallcustomersatisfaction.Afterthe empiricalanalysis,theauthorputsforwardsolutionstotheproblemsfoundfromthe twoanglesofstar-ratedhotelsandthegovernmentrespectively.Attheendofthe paper,theauthorsummarizestheresearchandlooksforwardtothefutureresearch work. 中原工学院硕士学位论文 III Keywords: theSERVPERFmodel；star-ratedhotel；customerperceived 中原工学院硕士学位论文 IV 目录 摘要............................................................................................................................I ABSTRACT......................................................................................................................II 目录..........................................................................................................................IV 表目录..........................................................................................................................VI 1.绪论......................................................................................................................1 1.1研究背景及意义.................................................................................................1 1.1.1研究背景.....................................................................................................1 1.1.2研究意义.....................................................................................................2 1.2文献综述.............................................................................................................3 1.2.1国外相关研究.............................................................................................3 1.2.2国内相关研究.............................................................................................4 1.2.3国内外研究述评.........................................................................................5 1.3研究内容和研究方法.........................................................................................6 1.3.1研究内容.....................................................................................................6 1.3.2研究方法.....................................................................................................7 1.3.3研究框架.....................................................................................................7 1.3.4创新之处.....................................................................................................8 2.相关理论概述............................................................................................................9 2.1星级饭店的定义................................................................................................9 2.2饭店服务质量....................................................................................................9 2.2.1服务质量的概念.........................................................................................9 2.2.2饭店服务质量特性.....................................................................................9 2.2.3中国饭店服务质量理论体系...................................................................10 2.3顾客感知服务质量...........................................................................................10 2.4SERVPERF评价方法.........................................................................................12 3.郑州市星级饭店发展现状......................................................................................13 3.1郑州市星级饭店发展规模...............................................................................13 3.2郑州市星级饭店经营状况...............................................................................13 3.3郑州市星级饭店服务质量从业人员现状.......................................................15 3.4郑州市星级饭店服务质量管理方法...............................................................16 4.郑州市星级饭店顾客感知服务质量实证分析......................................................17 4.1问卷概况...........................................................................................................17 中原工学院硕士学位论文 V 4.1.1问卷的调查对象.......................................................................................17 4.1.2问卷的预试...............................................................................................17 4.1.3问卷的题项设计.......................................................................................17 4.2实证分析...........................................................................................................18 4.2.1样本的描述性统计...................................................................................18 4.2.2信度分析.....................................