Research On The Service Quality Evaluation System Of Hanting Hotel

Nowadays, with the rapid development of society and science and technology, as well as people’s living standards is improving, Hotel industry as well ,continue to meet the increasing demand for people’s services, showing a greater development situation and the appearance also change. The end of 2016, China’s GDP growth rate of about 6.8 percent, and economic aggregate break 72 trillion yuan, at the same time consumption index rose 3 percent. GDP per year rose by 1%, and the performance of the hotel industry will be followed up floating 0.916 percentage points, Economic development greatly stimulated the development of the hotel industry. We have to concern that the hotel industry development with high-speed emerging a series of service quality problems.Based on the theory of hotel management and service quality, this paper takes the Hanting Hotel as the research object, and evaluates the service quality of the hotel on the basis of the SERVQUAL model combined with the multiple regression analyze method.First of all, this paper analysis the status of Hanting hotel service quality, and design the appropriate scale and ’questionnaire to collect expectations of the hotel data and perceived data from customers;Then,this paper uses the expert scoring method and the membership function method to determine the weight of the criterion layer and the index layer respectively,and use the SERVQUAL model to study the hotel’s service quality score. On this basis, using the multiple regression method to analyze the customer’s overall feelings of the hotel service and the factors that costomers stay in the hotel again;Finally, combined with the analysis of the Han Ting Hotel to recommendate the improvements and future prospects.The research of the thesis is aimed at practical application and literature theory.this paper hope this paper will contribute to enhance the quality of service Hanting Hotel, while improving customer retention rates and hotel operating results, and other services to enhance the quality of the hotel with a reference value; In addition, we hope the paper could have a complementary role in service quality evaluation system theory.