Research On SP Hotel Service Quality Satisfaction Improvement Based On SERVQUAL Model

In order to occupy a dominant position in the market competition and stand out in the industry competition,hotels must gain customer recognition with high-quality service,improve service quality satisfaction by improving service quality,and increase revenue.The SERVQUAL model is to evaluate the gap between the actual feelings and expectations of customers in terms of reliability,responsiveness,ability,proximity to customers,courtesy,communication,credibility,safety,understanding and tangible evidence in the process of enjoying services,understand the customer’s feelings about service quality,and improve service quality satisfaction in a targeted manner,with the aim of effectively improving the effect of customer satisfaction.The SP Hotel Service Quality Satisfaction Research Research Based on SERVQUAL Model is applied to explore the realistic path of hotel service quality improvement,which is helpful to improve the hotel quality management level,which has certain theoretical significance and important practical significance.This paper aims to analyze the weak links in the operation process of SP hotels from the perspective of service quality through service quality satisfaction survey,and put forward suggestions for improving service quality satisfaction.This paper adopts the questionnaire method,statistical analysis method and other research methods,through the research of customer satisfaction theory and service quality,it is found that customer satisfaction and service quality satisfaction are positive,and the SERVQUAL model is selected and the SP hotel service quality satisfaction evaluation model is established based on the satisfaction of hotel tangible service,hotel reliability service satisfaction,hotel response service satisfaction,The questionnaire was designed in five dimensions: the satisfaction of hotel guaranteed services and the satisfaction of hotel empathic services.After the collection,statistics and analysis of the customer questionnaire of SP Hotel,it was found that SP Hotel had problems such as poor response of hotel staff to the problems raised by customers,lack of personalized service,and insufficient staff authority in the operation process.In order to promote the improvement of SP hotel service quality,improve service quality satisfaction,and improve customers’ satisfaction with hotel tangible service quality from improving hotel tangible service;From establishing an after-sales tracking system and strengthening security,to improve customers’ satisfaction with hotel reliability and service quality;Improve customer satisfaction with the responsiveness of hotel service quality from the precision of customer needs and strengthening staff service awareness;From understanding brand value and strengthening staff service awareness,improve customers’ satisfaction with the hotel’s guaranteed service quality;Improve customer satisfaction with the hotel’s empathetic service quality from enhanced interactivity and personalization.The paper has certain reference significance for SP Hotels to improve service quality satisfaction and meet the needs of customers and the market,which is conducive to the stable operation of SP Hotels and can also provide useful references for operators in the same industry.