Evaluating Of Service Quality By Foreign Customers In Hotels Of China

Since China joined the world trade organization, the tourism industry has been in rapid development. By 2014, the number of inbound tourists and income from tourism in China has raised to second greatest in the world as compared to 14th in 1978.With the development of tourism industry, the hotel industry in China enter the stage of fast development. But unfortunately, Chinese hotel service quality has not been improved greatly. And this substantionally affected the impression China leaves on foreigners, Development also indirectly impeded Chinese tourism. The most urgent thing to solve is how to improve the service quality for foreigners who came to China for leasure or doing business. This could be achieved by raising conditions of living. As the Russian students, the author thinks, the key to solve this problem is to set up a practical system model for hotel service, which would help Chinese enterprises to find their own problems and let China continuously improve and perfect their own quality of service.This paper reviews the reports by Chinese and foreign researches on different stars hotels service quality. Based on the model of existing evaluation system and index of Stars Hotel service quality, we established and renewed evaluation system of service quality, design the questionnaire. Survey took place in Hangzhou city. Finally, the data analysis was carried out by using SPSS software, obtained the following conclusions:First, the core indicators of hotel service quality evaluation system have almost the same value, therefore, in order to improve the foreign consumer satisfaction in tangibles, reliability, responsiveness, assurance and empathy, Chinese hotels have to balance those values.Second, the weight of second level index in the evaluation system is:the cleanliness of the rooms and the restaurant’s cutlery accounts for a major part of the tangibles. Focus on the development of these two points can more effectively improve the foreign consumer satisfaction on the tangibles. The restaurant waiter punctual service is the main part of reliability. From the responsiveness, assurance and empathy:employees have the knowledge to answer customers’ questions; hotel safety and security, meet your needs and expectations receive maximum value from the evaluation of customers. Therefore, the current overall satisfaction rate for Chinese hotel quality service is high, but there are still some aspects that could be improved. The above results can provide a reference for the managers of the hospitality business specifically in China.Finally, based on the literature research, the survey and analysis, this paper provides counter measures that can be implemented for Chinese hotels on how to improve their service quality.