Research Strategy Of Improving M Hotel Service Quality Based On SERVQUAL Model

In recent years,China's economy has shown rapid development,and the national per capita income level has continued to increase.Among the components of the national economy,the status of tourism has become increasingly prominent.The role of the hotel industry as a leading industry in the tourism industry has become more and more important.It is important.The quality of hotel products,especially the quality of hotel services,has become the cornerstone of hotels competing for the market,soliciting customers' core competitiveness,winning customer satisfaction,and achieving sustainable development.The key to hotel quality management is how to establish a scientific and effective management system.The main reference element is the quality of hotel services.The specific evaluation of hotel service quality comes from the actual service perception of customers.Some of the current problems include that all employees(including management and ordinary employees)do not pay enough attention to it,and they pay less attention to service quality and are not sound.The internal management mechanism of the company requires service quality.In the usual work process,less attention is paid to the actual needs and service expectations of the customers.The resulting is that the hotel falls into the dilemma of poor management or management chaos,and gradually loses its core in the fierce market competition.Competitiveness.Due to the changing pattern of the domestic hotel industry in the past two years,Mianyang City has also changed greatly.As a quasi-four-star hotel,the operating environment around M Hotel has undergone significant changes.Mianyang has ushered in a round of upsurge of branded hotels in the region.The emergence of major brand branches has sprung up,which has caused the fiercely competitive hotel market to become more heated,and has also brought tremendous pressure to hotel management.The leaders of M Hotel are prepared to explore new ways to enhance the strength of the hotel,strengthen the management of customer service quality,and conduct further self-diagnosis by enhancing customer satisfaction.In the actual application process,M hotel's service quality improvement is always slower than its main competitors.How to improve service quality and market upgrade has become one of the most concerns of M hotel managers.This article takes consumers as the research focus,analyzes the various service needs of M hotels based on specific situations,and builds a comprehensive system based on customer-perceived service-related theories,and refers to consumers to improve hotel service quality.In addition,according to the problem And customer satisfaction analysis,put forward targeted opinions and suggestions and formulate some specific measures to solve the problem of hotel service quality,conform to the market,and continuously improve the core competitiveness of the M hotel market.