文档介绍：提升酒店服务质量的研究
东北大学秦皇岛分校毕业设计（论文）第 I 页

lems, analyze problems, generally means to solve the problem. The full text is divided into five chapters, the first chapter on the part of various, mainly introduces the background and significance of this paper; Chapter II of this article describes the theory needs; third chapter analyzes the status quo X hotel. In order to more accurately evaluate the X hotel's service quality, we use SERVQUAL model, issuing questionnaires, analyze X hotels in QOS management deficiencies. And evaluation of employee satisfaction. Chapter IV presents X hotel service problems and its causes were analyzed. Chapter X proposed to improve the quality of service improvements hotel and guarantee means.
东北大学秦皇岛分校毕业设计（论文）第 I 页
This paper not only improve the quality of service X hotel has some help for other improvements in the quality of hotel services also have some reference. Theoretical research to improve the quality of service the hotel has made its own contribution.
Key Words: Quality of service, SERVQUAL model, Hotel
东北大学秦皇岛分校毕业设计（论文）第 II 页
东北大学秦皇岛分校毕业设计（论文）第 IV 页
目录
1绪论 1
1
1
1
2
2
2
3
3
3
4
2酒店服务质量研究的相关理论 5
5
5
5
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6
7
SERVQUAL评价模型的相关介绍 7
SERVQUAL评价模型的应用 8
3 X酒店服务质量分析及存在问题 9
X酒店的介绍 9
X酒店服务质量现状分析 9
X酒店的SERVQUAL模型调整 9
应用SERVQUAL模型的问卷调查 10
12
14
东北大学秦皇岛分校毕业设计（论文）第 V 页
X酒店服务质量管理效率差 14
X酒店各部门间缺乏协调 15
X酒店工作人员素质偏低 15
X酒店员工满意度底导致员工流失率高 16
X酒店进行不合理的价格竞争 16
4 提升X酒店服务质量的有效措施 18
建立X