西部地区旅游饭店业服务质量评价与研究——兼与东部沿海地区旅游饭店业比较

在问卷调查的基础上分析与评价我国西部地区旅游饭店业服务质量水平。对内蒙古、四川、云南、广西、甘肃等西部地区多家星级旅游饭店的顾客进行抽样调查,了解饭店的服务质量水平和顾客满意程度,并且与东部沿海地区广东和上海的调查结果相比较,揭示东西部地区旅游饭店业服务质量存在的差距,指出西部旅游饭店业在服务质量管理中存在的问题,并提出相应的解决措施与改进建议,以促进我国西部地区旅游饭店业的健康发展。

A STUDY ON SERVICE QUALITY OF TOURIST HOTELS IN WESTERN CHINA

This paper analyses and evaluates the service quality of tourist hotels in Western China based on a customer investigation.Research data from a sample of 958 customers of seven start-rated tourist hotels in Inner Mongolia,Sichuan,Yunnan, Guangxi,and Gansu was collected by questionnaire survey method.On the basis of the result of data analysis,the author compares the service quality of the Western China hotels with the Eastern China hotels,points out the problems of service quality management in the Western China hotels,and put forward corresponding revolutions and suggestions to promote the tourist hotels in Western China to develop healthly.