Research On Strategy For Improving Service Quality Of Zhengzhou Express By Family Inn

In recent years, with the development of China’s social economy, China’s tourism industry obtained the unprecedented development. National tourism, especially domestic tourism has become the most fundamental needs support tourism development main body. Traditional high star hotel, however, In accordance with the standards of star hotel, reception guests, so price is higher, for growing tourists, most of them are among the travel budget is not high, for the price of accommodation budget is limited, so the star hotel can’t meet their demands. And at the same time is the small street hotel, because of poor sanitation, environment is poor, tourists also difficult to feel satisfied. Then, a new form of hotel appeared, it is express hotel. Due to the rise of express hotel, meet the needs of a majority of tourists, it gained weight in tourism is more and more big, the price of express hotel is not high, but to provide the quality of hardware facilities, health conditions, environmental requirements are relatively high, can achieve the standard of five-star hotel, and hotels have developed to the direction of specialization, branding, chain management trends.Zhengzhou express by family inn is zhengzhou local well-known express hotel brands, was founded in November 2004, has been more than 10 years of operating history, the slogan is "quality assurance, charge mass, this is the express hotel for you and me". It satisfy the tourists demand for accommodation environment requirement is high, prices are cheap. Quick as the rapid growth of the hotel industry, although there are some well-regarded, tourists satisfied, market comparison express hotel brand recognition, but because of the express hotel in China’s development history is short, the development of the whole industry is still in a relatively low level, the sham as the genuine situation happen from time to tome, not form a industry standards, to improve service quality.Based on this, this article choose zhengzhou express by family inn as the research object, customer perceived service model, the theoretical basis of measurement of the SERVQUAL scale evaluation method, constructs the model of using SPSS20.0 statistical analysis tools to analyze recycling questionnaire, respectively, using the factor analysis and regression analysis to the model and data analysis methods such as hypothesis testing. Obtained express hotel service quality of tangibility, ability to deliver services, provision of service response, service guarantee, the hotel stand in the Angle of the guest’s ability to provide services of these factors all have significant effects on service quality improvement.