Star Hotel Food And Beverage Service Quality For Customer Loyalty Detection Model And Empirical Research

At present, when China is witnessing a boom in the catering market, the hotel and catering industry which used to be a trend leader and a guide in its development direction is facing the new challenges of lessening competitiveness and a shrunk tourist market by the non-hotel catering services with their growing scale and grade.In view of the above mentioned situation, this thesis attempts to make an exploration into the relations interwoven between its service quality, customer satisfaction and customer loyalty by taking the starred hotels in Lianyungang as its studying samples in hope of encouraging its service management of the industry to achieve some improvements and to develop its service resources for effective uses.The paper starts with an introduction to its research background, objectives, and significance in an integrative employment of literature review, sampling survey and structural equation modeling analysis so as to coordinate all the analyses made with different researching methods. The part of literature review examines and summarizes the previous findings by scholars at home and abroad on the investigations into service quality, customer satisfaction, customer loyalty as well as their relations interwoven between service quality and customer satisfaction, service quality and customer loyalty along with customer satisfaction and customer loyalty. Accordingly, a model of service quality control for the catering industry is built up with a hypothesis on the relations between the three variables of service quality, customer satisfaction, customer loyalty. Subsequently, the paper makes an analysis with the help of the analyzing software, AMOS18on the model of quality control, evaluate the theoretical model and discuss in description the analysis results through questionnaires over the starred hotels in Lianyungang and the gathered data thereof. In the end, it sums up the regular patterns and problems deduced from the analysis results, followed by some techniques and strategies proposed for service improvement of the industry.