【摘要】：近年來，大陸居民赴臺旅游人數(shù)逐年增加。隨著社會的快速發(fā)展和人們生活水平的不斷提高，人們外出旅游時對飯店客房服務(wù)質(zhì)量的要求也越來越高，不僅僅局限于硬件設(shè)施方面的質(zhì)量，更加注重酒店的服務(wù)方面，飯店如果想要贏得穩(wěn)定的客源，在現(xiàn)在激烈的飯店業(yè)處于優(yōu)勢，對客房服務(wù)質(zhì)量是不容忽視的。 文章首先對國內(nèi)外有關(guān)感知服務(wù)質(zhì)量的理論文獻(xiàn)進(jìn)行了全面梳理和分析，，分別對服務(wù)質(zhì)量、服務(wù)質(zhì)量感知和服務(wù)質(zhì)量感知評價等文獻(xiàn)進(jìn)行了研究，在此基礎(chǔ)上探討飯店服務(wù)質(zhì)量感知的內(nèi)涵與特點，為后續(xù)的泉州游客對臺灣飯店客房服務(wù)質(zhì)量感知研究打下堅實的理論基礎(chǔ)。然后借鑒國外成熟的服務(wù)質(zhì)量評價模型(SERVQUAL量表)，針對泉州游客赴臺旅游的心理動機(jī)和飯店服務(wù)產(chǎn)品的特點，選擇適合于飯店業(yè)服務(wù)質(zhì)量感知評價的方法，選取泉州地區(qū)若干旅行社赴臺旅游團(tuán)成員作調(diào)查，通過有關(guān)泉州游客對臺灣飯店客房服務(wù)質(zhì)量感知的五個評價維度（包括有形性、可靠性、響應(yīng)性、保證性和溝通性）的問卷及訪談，了解泉州游客對臺灣飯店客房服務(wù)質(zhì)量的預(yù)期和實際感知，并運(yùn)用感知評價方法進(jìn)行分析和評價，獲得期望與實際感知間的差值，了解游客對臺灣飯店客房服務(wù)質(zhì)量的滿意之處。并在此基礎(chǔ)上提出：在企業(yè)層面，通過改善硬件設(shè)施、建設(shè)企業(yè)文化與特色以及加強(qiáng)質(zhì)量管理方面；在員工層面，通過加強(qiáng)服務(wù)人員的管理、采取激勵措施、增強(qiáng)員工忠誠度和注重個性化服務(wù)等來提高臺灣飯店客房服務(wù)質(zhì)量的建議。以此提高泉州游客對飯店客房服務(wù)質(zhì)量滿意度的同時，也有利于臺灣飯店業(yè)的發(fā)展。
[Abstract]:In recent years, the number of mainland residents traveling to Taiwan has increased year by year. With the rapid development of the society and the continuous improvement of people's living standard, the requirements of hotel room service quality are becoming higher and higher when people travel, not only in the quality of hardware facilities, but also in the service of hotels. If the hotel wants to win a stable source of tourists, in the current fierce hotel industry is in the advantage, the quality of room service can not be ignored. Firstly, this paper makes a comprehensive review and analysis of domestic and international literature on perceived quality of service, and studies the literature on quality of service, perception of quality of service and perceived evaluation of quality of service, respectively. On this basis, this paper probes into the connotation and characteristics of hotel service quality perception, and lays a solid theoretical foundation for the follow-up study of Quanzhou tourists' perception of Taiwan hotel service quality. Then, referring to the foreign mature service quality evaluation model (SERVQUAL), according to the psychological motivation of Quanzhou tourists to Taiwan and the characteristics of hotel service products, the paper chooses the method suitable for the hotel industry service quality perception evaluation. Based on the investigation of some tour group members of travel agencies in Quanzhou area, this paper analyzes the five evaluation dimensions of Quanzhou tourists' perception of hotel room service quality in Taiwan (including visibility, reliability, responsiveness, etc.) To understand the expectation and actual perception of guestroom service quality of Taiwan hotel by Quanzhou tourists, and analyze and evaluate it by means of perception evaluation method, and obtain the difference between expectation and actual perception. To understand the satisfaction of tourists with the quality of hotel room service in Taiwan. On the basis of this, it is put forward that: at the enterprise level, through improving the hardware facilities, building the enterprise culture and characteristics and strengthening the quality management; At the employee level, suggestions for improving the quality of hotel room service in Taiwan are put forward by strengthening the management of service staff, adopting incentive measures, enhancing employee loyalty and paying attention to individualized service. In order to improve Quanzhou tourists satisfaction with hotel room service quality, but also conducive to the development of Taiwan's hotel industry.
【學(xué)位授予單位】：華僑大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F719;F274;F224

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