Hotel Internal Service Quality Gap Model Based On Empirical Research

This thesis regards the gap model of the service quality inside hotel enterprises. Firstly,this thesis supports the relevant service theoretical concepts defined by the relevant service from the Western theory, then grams of " service profit chain " theory and uses the service quality gap model (GAP model ) that scholars such as Parasuranman, used the service quality gap model inside hotel enterprises, then combines the service quality state of the interior employee of HuBei H hotel enterprise, through internal service quality scale (Internal SERVQUAL ) and SPSS10 which scholars such as Hallowell, to put forward grade statistical analysis software comes to weigh the level of the service quality inside hotel enterprises and test the standard. Then this thesis also regards the mathematical model that service quality gap tests.This thesis is divided into five parts on the structure:Part one: Introduction. This thesis has mainly introduced contents such as selected title background , realistic meaning , research frame and research approach of a thesis ,etc.;Part two: Literature survey. Firstly,this thesis has defined the relevant concepts in the service theory, through drawing lessons from the relevant theories of the western service, have proposed oneself to the understanding serving; Then this thesis has get out of carry on the summary of the theory of service profit chain and the service quality gap model (GAP model);Part three: Construction of the gap model of the service quality inside hotel enterprises. This thesis has used and investigated the achievement in serving management of the experts and scholars of the western developed country synthetically, trying to mix the theory of service profit chain and the service quality gap model (GAP model) and construct the gap model of the service quality inside hotel enterprises.Part four: Positive research of the gap model of the service quality inside hotel enterprises. Though the theory of the Parasuraman, this thesis optimized the SERVQUAL model and combined the characteristic of hotel enterprises, then proposed hotel enterprise carry on SERVQUAL in five model test system: Security test and assess system, independence test and assess system, scientific to test and assess system, fairness test and assess system, getting satisfied to test and assess...