本文關(guān)鍵詞： 國內(nèi)游客 旅游住宿業(yè) 住宿服務(wù)質(zhì)量 服務(wù)質(zhì)量改進(jìn)　出處：《西南大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著全球經(jīng)濟(jì)一體化,特別是中國加入世貿(mào)組織之后,飯店業(yè)作為我國對外開放最早的行業(yè),實(shí)現(xiàn)了飛速發(fā)展。國外知名飯店品牌的大量涌入以及本土飯店的紛紛興起使得旅游住宿業(yè)市場競爭日漸激烈。持續(xù)改進(jìn)服務(wù)質(zhì)量,提高顧客服務(wù)質(zhì)量感知水平成為旅游住宿企業(yè)贏得競爭的關(guān)鍵。顧客個性化需求的凸顯,使得傳統(tǒng)的,單純從旅游住宿企業(yè)角度出發(fā)的服務(wù)質(zhì)量改進(jìn)策略收效甚微。因此,如何充分考慮顧客個體特征及其個性化需求,提高其服務(wù)質(zhì)量感知水平和滿意度,成為旅游住宿業(yè)服務(wù)質(zhì)量的研究重點(diǎn)。 為此,本文在梳理和歸納國內(nèi)外有關(guān)服務(wù)質(zhì)量內(nèi)涵、一般服務(wù)質(zhì)量評價方法、飯店服務(wù)質(zhì)量評價方法、服務(wù)質(zhì)量差距以及飯店服務(wù)質(zhì)量顧客感知水平提升策略等相關(guān)文獻(xiàn)的基礎(chǔ)上,采取描述性統(tǒng)計方法、回歸分析、獨(dú)立樣本T檢驗、單因素方差分析及相關(guān)性分析,考察了國內(nèi)游客旅游住宿服務(wù)質(zhì)量感知水平的變化趨勢,不同統(tǒng)計特征的國內(nèi)游客旅游住宿服務(wù)質(zhì)量感知水平的差異,并探索了影響國內(nèi)游客旅游住宿服務(wù)質(zhì)量感知的因素,最終獲得以下結(jié)論： (1)城鎮(zhèn)游客和農(nóng)村游客對旅游住宿服務(wù)質(zhì)量的認(rèn)可度都很高,二者的贊許性評價百分比都逐年提高,且農(nóng)村游客贊許性評價百分比增長幅度更大；同時從評價均值來看,二者都不超過3.95,說明國內(nèi)游客旅游住宿服務(wù)質(zhì)量感知水平有很大的提升空間。 (2)顧客的個體特征是影響其旅游住宿服務(wù)質(zhì)量感知水平的重要因素。其中,不同年齡、收入水平和出游目的顧客的服務(wù)質(zhì)量感知水平均值具有非常顯著的差異性；不同出游方式、性別和教育程度顧客的服務(wù)質(zhì)量感知水平均值具有一般顯著的差異性。 (3)旅游花費(fèi)水平和飯店服務(wù)質(zhì)量水平本身也是影響顧客旅游住宿服務(wù)質(zhì)量感知水平的主要因素。
[Abstract]:With the global economic integration, especially after China's accession to the WTO, the hotel industry is the earliest industry to open to the outside world. Rapid development has been achieved. The influx of foreign well-known hotel brands and the rise of local hotels make the tourism accommodation market increasingly competitive and continuously improve the quality of service. Improving the level of customer service quality awareness has become the key to win the competition of tourist accommodation enterprises. The highlight of customer personalized needs makes the traditional. Therefore, how to fully consider the individual characteristics of customers and their individual needs, improve their perceived level of service quality and satisfaction. It has become the focus of research on the service quality of tourist accommodation industry. Therefore, this paper summarizes the connotation of service quality at home and abroad, general service quality evaluation methods, hotel service quality evaluation methods. On the basis of the related literature, such as service quality gap and customer perception strategy of hotel service quality, descriptive statistical method, regression analysis and independent sample T test were adopted. Univariate ANOVA and correlation analysis were used to investigate the change trend of domestic tourists' perceived level of tourist accommodation service quality and the difference of domestic tourists' perceived level of tourist accommodation service quality with different statistical characteristics. The paper also explores the factors that affect the service quality perception of domestic tourists, and finally obtains the following conclusions: (1) both urban and rural tourists have a high degree of recognition for the quality of tourist accommodation service, and the percentage of positive evaluation of both is increasing year by year, and the percentage of rural tourists' approbation is increasing even more; At the same time, from the evaluation average, both of them are not more than 3.95, indicating that the domestic tourist accommodation service quality perception level has a great room for improvement. 2) the individual characteristics of the customer are the important factors affecting the perceived level of tourist accommodation service quality. Among them, different ages. There are significant differences in the average value of perceived water between the income level and the customer's quality of service. The average value of perceived water quality of gender and education level customers is generally significant difference among different travel modes. 3) the level of tourism expenditure and the level of hotel service quality are also the main factors that affect the perceived level of service quality of tourist accommodation.
【學(xué)位授予單位】：西南大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F592.6;F719

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