Based On Customer Perception Of Hotel Service Quality Research

With the development of the society and the global process, the custom needs the hotel to change from the basic demanding to the personality and the diversity demanding. They pay more attention to the service quality. The custom lives and eats in the hotels. They buy not only the rooms and dishes but also the service offered by the hotels. The service quality is the key to the hotels existence which is the hotel industry consensus. The hotel management core is to find the key driving factor of the hotel service quality influences and to improve the hotel service quality which makes the hotel in the lead of the fierce market competition. It is also the attention issue currently.According to all above, the article starts from the custom sensibility.First, it previews form the literatures and is sorted out the conception and the evaluation model of the service quality. Then we find that different scholars have various opinions it and the same situation in the dimension division of service quality. Next, we make further assumptions on the service quality dimension. We assume the dimension including service designation, service transformation and service control to explain the relations among them. Thirdly, according to Parasuraman, Zeitheml& Berry’s model designation questionnaire, we use SPSS20.0 to carry out correlation analysis, factor analysis and regression analysis through empirical investigation of the hotel custom. We verify that service designation, service transformation and service control are factors which affect the hotel service quality. They have stronger correlation with the service quality and make positive influences on the service quality. At last, we offer the hotel service quality improvement advice on the basis of the key driving factors correlation to the service quality.From the perspective of the customer perception of service quality dimensions of the hotel proposed a new hypothesis, and has been verified through empirical analysis, increased awareness and understanding for the hotel’s service quality evaluation methods, obtained more applicable to the hotel industry services quality dimensions division manner, improve service quality, and for the hotel industry standards has a positive role in promoting.