Research On Improving Service Quality Of Golden Sun Hotel

Hospitality industry has been playing as an increasing role in today's social economy. Its quality proficiency has been considered as a very active research topic in today's international management academy. Since China's entrance into WTO, the service quality, as a very important and unique factor in domestic hospitality industry, which is accompanying by the fast growing global tourism development and competition, is attracting more and more attention in a worldwide basis.Service quality is considered as the core of a hotel's competitive advantages. The service quality upgrade is one of the most influential factors of a hotel management. In contrast. if it does not follow the rule and trends, however. it will lose the essence of competition. This article takes Golden sun Hotel as its research target. Gap analysis model of the service quality management theory was taken in order to test and evaluate existing problems. Then, relevant solutions to improve service quality was provided. Firstly, clarifying the objectives and meanings of this research which analyzing its object and background and then taking further studies over the definition of service, the concept of service quality, and the evaluation of service quality. Secondly, actual investigation was taken over Golden sun Hotel, in order to summarize its current service quality. The results of the investigation was analsized by using SPSS, and evaluated by using fuzzy mathematics methods. The results could be useful information for improving the service quality of Golden sun hotel. At last, some useful advices was given to insure the methods or solutions could be taken efficiently.