Exploratory Research On Factors Of Internal Service Quality Gap In High-Star Hotel

Service quality is the lifeline of the hotel, which is representing the hotel’s competitiveness, and achieving a dominant position in service industry. It will With China’s accession to WTO, China’s hotel industry has benefit from the impact of the growing hotel companies in developed countries. Therefore, strengthening the hotel’s service quality scientific management to improve service quality of hotel management become urgent problems. In recent years, since the reform and opening up, the research on quality of service management in domestic hotel industry is being in the ascendant, the external quality of service has been a study of mainstream and hot spot. But the market competition is more and more serious and the status of human resources is increasing, the researches on internal quality services are rising, many hotels start to look inside to improve internal management fundamentally.The deviation of service standards, service execution plan, internal customer expectations is difficult to avoid in the hotel Internal Service Quality gap. The gap has been a focus of research in the field of quality management, as well as hot spots. Therefore, the article took the facts of internal service quality gap in High-star hotel as research objects, and expanded a comparative analysis between two groups of managers and front-line staff, trying to promote the model-related research and the gap measure further, and find possible factors which might impact the gap, to shorten the gap in internal service quality. Finally, this paper put forward countermeasures and suggestions to enhance the fundamental Hotel services,which could acquire higher effective level of quality.The conclusions are as follows. Firstly, there are significant differences between the two career levels(managers and front-line staff) was informed by independent samples T-test, and then by factor analysis eventually gained five common factors which were staff motivation and service response, employees expect and managers listening, service evaluation and quality culture, employee work values and intergenerational communication, service assurance and support, through correlation analysis the affect levels of the five common factors on internal service quality gap in High-star hotel associated with the hotel overall evaluation of internal service quality were significantly positive correlation, and ultimately came to regression analyses: in the perspective of the front-line staff, the extent of the descending order is employees’ work values and intergenerational communication, staff motivation and service response, service evaluation and quality culture, employees expect and managers listening, service assurance and support, but in the perspective of managers, the extent of the descending order is employees expect and managers listening, staff motivation and service response, service assurance and support, service evaluation and quality culture, staff motivation and service response. Then on the basis of this conclusion, put forward countermeasures and suggestions for each of the factors.