| 饭店服务质量模型实证研究 |
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| 引用本文： | 余志远,严澍.饭店服务质量模型实证研究[J].内江师范学院学报,2007,22(6):76-80. |
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| 作者姓名： | 余志远 严澍 |
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| 作者单位： | 1. 闽江学院,旅游系,福建,福州,350108
2. 四川大学工商管理学院,四川,成都,610064 |
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| 摘 要： | 在对国际主流服务质量模型把握的基础上,结合饭店业的特点,初步构建了饭店服务质量理论模型,并以安徽、四川两地三星级饭店为例进行实证研究.运用LISREL软件对模型进行验证和修正,最终确定了饭店服务质量模型;借助SPSS软件对问卷信度及效度进行检验,结果显示问卷具有相当高的信度和效度.研究发现,饭店服务质量包含交互质量、实体环境质量和结果质量,其中交互质量应从服务人员的态度、行为和专业知识方面来衡量,实体环境质量从服务场所的氛围、设计和有形性方面来衡量,结果质量从社会因素、等待时间和评价三方面来衡量.
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| 关 键 词： | 饭店 服务质量 结构方程模型 |
| 文章编号： | 1671-1785(2007)06-0076-05 |
| 修稿时间： | 2007年10月5日 |
An Empirical Study of the Model of Quality Services in Hotels |
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| YU Zhi-yuan,YAN Shu.An Empirical Study of the Model of Quality Services in Hotels[J].Journal of Neijiang Teachers College,2007,22(6):76-80. |
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| Authors: | YU Zhi-yuan YAN Shu |
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| Abstract: | Based on the model of the international mainstream standard for hotel quality services and by connecting with the characteristics of hotel industry,this paper has built up a preliminary theoretical model for hotel quality services.It has analyzed two of the Three-Star hotels in Anhui and Sichuan provinces with experimental studies respectively.By employing LISREL software to test and adjust the model,the paper has established a standard model of quality services in hotels.In addition,it has tested the reliability and efficiency of relevant questionnaires through applying SPSS software.The result showed that hotel quality services consist of three primary dimensions,which are defined by several corresponding sub-dimensions:(a) the quality of interaction,(b) the quality of physical environment,and (c) the quality of outcomes.The quality of interaction should be measured with attitudes,behaviors, and expertise of the hotel employees.The quality of physical environment should be measured with ambient conditions, hotel design,and tangible factors.The quality of outcomes should be measured with social aspects,waiting time of the customers,and evaluation. |
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| Keywords: | hotel industry quality services structural equation model |
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