| With the continuous development of inn industry in China,the service quality of inns has gradually become a key factor affecting its own competitiveness.How to effectively measure the service quality level of inns and solve the problems in the service quality of inns is an important issue to be solved in the daily operation and management.Through sorting out relevant literature,it is found that although there are a lot of evaluation researches on tourism service quality in domestic academic circles,there are few evaluation researches on the inn operation service quality.Then,this article selects the SERVQUAL scale relatively mature service quality evaluation model as a theoretical basis,according to the specific characteristics of the inn,the design includes 6 dimensions,a total of 24 indicators of the inn service quality evaluation scale.The inn in wutai mountain scenic area,a famous religious tourist destination in Shanxi Province,were selected as the research object.Through the analysis of the data collected from the questionnaire survey,the evaluation conclusion of the inn service quality in wutai mountain is obtained.In data analysis in this paper,using the variance analysis,quadrant analysis,dimension analysis,gap analysis,importance dimension analysis and average weight ratio of 6 kinds of analysis technique.Finally,the overall evaluation of the service quality of the Wutai Mountain Scenic area inns is obtained,selected 8 indicators of good service quality performance and need to be maintained,6 indicators of poor service quality performance and need to be improved.In this paper,the SERVQUAL scale is used to study the service quality of inns,which has a strong pertinence,can screen out the indicators in need of improvement,and make clear the improvement direction of the service quality of inns.Therefore,the conclusion of this paper has certain theoretical significance and practical value for the improvement of the inn servicequality and its competitiveness. |
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