A Study On The Service Quality Measurement Of The Hotel Industry In China Based On The SERVQUAL

In the 80th of 20 century, with the rapid development of the service industry, the importance of service quality has paid more attention to, and good service has become the advantage in competition. In the more than 20 years, western scholars have not only created the service quality research field, but also have done important researches on the definition, dimensions and the measurement of service quality. But comparing to the abroad, the research in China is in the stage of introducing the research outcome of the western country, and has no theory series, especially few researches on measurement of service quality which is the most important for corporation, so there is no measurement scale for China, and does not satisfy the practice.With China joining in the WTO, the hotel industry has already been opened completely, and many famous hotel management corporates have come to China to seize hold of the market by their advantages on management and fund. But the quality of service of the hotel industry in China is not high, so improving the service quality is the first question to solve. In order to improving the service quality, we must clarify the level of our hotel industry, and know about the weakness and strengthens, so we can improve the service quality correctly. But in China, the research has been done few, and we have no available measurement tool. The SERVQUAL scale, which has good adaptation, has been used in many industries from it was born, and the five dimensions has been accepted by many scholars. But it came from developed countries, so we must do research on its adaptation.Based on the skeleton of SERVQUAL, and making up its fault, this paper invents a measurement scale of service quality in the hotel industry of China. Then, the statistics assay was done on the data that was got from 3 hotels of China, and the result displayed that the scale had a high reliability and validity, and could measure the service quality of the hotel industry, and text the 5 dimensions of service quality in the hotel of China, and get the result of reording the 5 dimensions of service quality: assurance, responsiveness, reliability, tangible, and empathy. So, to the hotel industry, this research can be directly used in management, and has a high meaning on practice.By and large, based the SERVQUAL and the feature of the hotel industry in China, we create a useful scale for measureing the service quality of the hotel industry. And using it, the hotel manegement can improve the service quality and the competition ability of the hotel industry.