Customer Perception Of Quality Of Service In The Hotel Industry

The service quality of customer aesthesia is the important content of service marketing, playing an increasingly important role in the development of primary industry, the secondary industry, especially the tertiary industry. In recent years, the hotel industry of our country develops quite rapidly and the marketing competition is fierce day by day. If you want to make and keep the advantage of the competition, you must put attention in improving the service quality of customer aesthesia hi the hotel, then make the customer satisfied, and form customers loyal. This thesis introduces it to hotel industry, in order to change marketing visual angle and way that hotel industry generally uses, derived and developing by manufacturing industry in practice, and inject a new kind of strength and endeavor into hotel industry.The full thesis can be divided into four parts:The first part mainly recommends the theory and realistic meaning of the service quality of customer aesthesia, domestic and international theory trends, train of thought and research approach of this thesis.The second part summarizes the service quality of customer aesthesia. The part recommends the definition of the service quality of customer aesthesia, the composition, and recommends the framework of disparity, the influent factors and the method of appraising.Depending on theory analyses, in the third part the author introduces the service quality of customer aesthesia into hotel industry in our country. With personal practice in Global Giant Hotel and Five Ring Giant Hotels in Anshan, the author of this thesis has deeply discussed and studied the positioning of service setting, the physical showing, the standardization and design in the hotel.It is about the controlling management in the fourth part. From the customerexpectation, the stuff, the service recovery, the mysterious customer and so on, the thesis discusses the management of the service quality of customer aesthesia in the hotel to meet the practice identically.