基于顾客满意的酒店服务质量研究

上海交通大学硕士学位论文基于顾客满意的酒店服务质量研究姓名：顾巧明申请学位级别：硕士专业：工业工程指导教师：苏强;陆明通20051201IIIIIIRESEARCHONTHEHOTELSERVICEQUALITYBASEDONTHECUSTOMERSATISFACTIONABSTRACTWiththedevelopmentofscience,technologyandsociety,themarketenvironmenthaschangedtremendouslyduringthepastyears.Asaresult,Chinesehotelindustryhastofacethenewunprecedentedcompetitionpressure.Inordertoreducethedistancebetweenthedomestichotelindustryandoverseascompetitors,andadjustourhotelinstitutionstocompetitionsofglobalmarketsassoonaspossible,itisurgenttochangeourout-of-dateconception,andenhancerapidlytheservicequality.Asoneofgeneralservices,hotelserviceshavesomecharacteristicsdifferentfromgoods,consequently,thetraditionalqualitymanagementpatternsandmethodsontheindustryformanufacturecantbequiteeffectiveinthehotelservicepractice.However,inChina,thereishardlyandsystematicallytheoreticalresearchaboutthehotelservicequalitymanagement.Therefore,itisnecessarytoutilizetheoriesandmethodsforthehotelservicequalitymanagementtoguidethefuturepractice.Inthisthesis,Istudythemanagementtheoriesofmodernservicequality,andresearchtherelationsbetweentheservicequalityandtheCustomerSatisfaction(CS).AccordingtothesestudiesandthereasonsthatcausedresearchesfocusedontheservicequalityandCS,anewwayforevaluatingthehotelservicequality,usedfuzzycomprehensiveevaluationisintroducedinit.Iamgoingtomaketheoreticalandempiricalstudiesonthenewwayusingthequalitativeandquantifymethods.Anexampleofevaluationonhotelservicequalityshowsthespecificstepsofthismethodanditsvalidity:AnalyticalHierarchyProcess(AHP),ExploratoryFactoryAnalysisandCorrelationMatrixareputintopractice,whichcouldexplaintheusefulnessofevaluatesystem.KEYWORDS:hotelServicequalityCustomerSatisfactionDegreefuzzycomprehensiveevaluation2005121520051215200512151GDP50%30GDP198121.8%200333.4%[1]20051011[2]2002387819941023279.08%1.11.1.121.1.2WTO1982[2]1.1.3RCCustomerSatisfactionCS1.2801982ChristianGronroosLehtinen1988Gummesson3A.ParasuranmanValarieA.ZeithamlALeonardL.BerryPZBPZB22SERVQUALSERVQUAL[3]1998[4]SPSSLISREL[5]2002SERVQUALSERVQUAL22[6]1.31.3.11-241-2Fig.1-2Themethodsonthisthesis1.3.2CSISPSS1.3.35C3262.12.1.1[7][8]ISO90002.1.2[9]12732.2802.2.11[10]2Lewis&Booms(1983)[11]A.1993[12]G.1999[13]SPIPIMS8[14]2.2.2,,,1982ChristianGronroos[15]21experiencedqualityexpectedqualityFig2-1ChristianGronroos:CustomerPerceivedServiceQualityModel1985PZB[16]229Fig2-2PZB:CustomerPerceivedServiceQualityModel1988PZB[17]23Fig2-3GapAnalysisModel10GAP1GAP2GAP3GAP4GAP52.2.3PZB22SERVQUALSERVQUAL22SERVQUAL2-12-11SPSS7.5LISREL7.2019982SERVQUALFAHP19983SERVQUAL20024[18]BP200311123.1CustomerSatisfactionCSCS19853.1.1HowardSheth1969[19]Kotler[20]EngelBlackwell1982[21]TseWilton1988[22]ISO9000200031[23][24][25]1331Fig3-1TheCompareBetweenExpectedQualityandExperiencedQuality[26]3.1.21234[27]3.1.3CS[25][28]PIMSProfitImpactofMarketStrategies3ROI30%ROI10%[29]PIMSAnderson,FonellLehmannSCSB7714ROI[30][31]3.2Cardozo1965AndersonBouldingFornell1983AndersonFornellGuledgeL.GFornellCS33Richard34+-1533CSFig3-3FornellCustomerSatisfactionModelFig3-4Richard:CustomerSatisfactionModel3.3CS=f(X1,X2,X3Xn)(3-1)CSX1,X2,X3Xn3.3.1161PEPerception-ExpectationSQi=kj=1Wi(Pij-Eij)(3-2)SQiikWjjSQiPijjiEijji123(2)EPEvaluatedPerformanceQi=-1[mj=1Wjnjk=1Pijk|Ajk-Ij|j]1/j(3-3)Qii-1QiPijkijkAjkjkIjjmnjjlMinkowski13NQNormedQualityNQi=-1[mj=1Wj|Aij-Ij|-|Aij-Il|](3-4)NQiiAijjP-EEPNQPEKennethEPEP3.3.2CustomerSatisfactionIndex,CSI1989FornellFornell171989SCSB1998CSI3.4GAP5[26].[20]2-5Raymond.P.Fisk20003-5Fig3-5CustomerPerceivedServiceQualityLawton(1991)181980ISO90004.1198881993GB/T14308-931930%/X100%=4.2ISO90002000ISO1987ISO9000200020ISO900020008.2.1ISOISOISO4.34.3.12002[32]191.9%37.8%13.5%286.5%348.6%214.3.21HailinQuNelsonTsang[33]351342[34][35][36]5155154-134.0103.9083.89834-1%%%%51302933.0990237.1193823.0118927.741595040.51061939.8338340.1194345.33864821.9506119.0259830.898923.1214303.68433.24585.41293.0199813720.92811.1550.7360.85348329.2272933.635016.340424.34469839.4307937.993743.668241.03307025.7180822.375134.951130.725274.43914.8813.8553.3200011541.31121.4301.4120.75394327.6296534.547613.250224.24587341.1335239.0157543.594645.63366225.6180621.0130636.155026.526554.63624.22296.3643.1200111451.11021.3310.9120.619984.01034.08663.79353.961320003.90763.97573.69613.848020013.89754.01503.61823.8978221902ISOISO3235.1ChristianGronroos[37]Kano[38]Kano1985PZB5-15-1Fig5-1TheAttributeofHotelService12245.25.2.11.2.[39]OlivorOlivor[10]25[40]5.2.28052Fig5-2ExtendedGapAnalysisModel26[41]GAP6-GAP8GAP1GAP6GAP62GAP7GAP73GAP8GAP84GAP9GAP9GAP6~GAP8GAP9275.3GAPGAPGAPGAPGAP1GAP2GAP7GAP8GAP9GAPGAP3GAP4GAP6GAPGAP55.3.112345FORNELL5-35-3Fig5-3TheEvaluatingFrameworkModelonHotelServiceQuality285.3.25-15.3.355543215-25295-1()5-2..305.3.4[42]70[43]5-35-3135792468ijaijjiaji=1/aijABAB3BA1/3[42][44]11~9a21=2a12=1/25-45-4/1243541/2121/21/31/41/41/211/31/21/31/3231221/5322121/4431/21/2125-5310.37360.07860.05830.18880.17340.12735-51*2*4*3*5*4=4806480=2.79822.7982/7.4899=0.37361/2*1*2*1/2*1/3*1/4=0.041760.0417=0.58880.5888/7.4899=0.07861/4*1/2*1*1/3*1