Service quality in China's hotel industry
Thứ Năm, 23 tháng 2, 2012
A perspective from tourists and hotel managers
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Abstract
Assesses the perceptions of service
quality in China's hotel industry,
from the perspective of both
international tourists and hotel
managers. A questionnaire was
used to survey a sample of 90 hotel
managers and 270 international
tourists who visited China and
stayed at hotels in Beijing,
Shanghai, and Guangzhou. A
descriptive statistics analysis was
used (paired t-test and independent
t-test) to evaluate the service
quality of China's hotel industry
from both the tourists' and the
managers' perspectives, and to
investigate the four gaps: between
tourists' expectations and their
actual perceptions; between
managers' perceptions of tourists'
expectations and the actual
expectations of tourists; between
managers' perceptions of a hotel's
service delivery and tourists' actual
perceptions of the service; and
between managers' perceptions of
tourists' expectations and
managers' perceptions of their
hotel's service delivery. The results
showed that tourists' perceptions of
service quality provided in the hotel
industry in China were consistently
lower than their expectations and
that managers overestimated the
service delivery, compared to
tourists' perceptions of actual
service quality, in the hotel industry
in China. From the result of gap
analysis, it might be concluded that
Delivery Gap and Internal Evaluation
Gap were the main reasons
contributing to the service quality
shortfalls in the hotel industry in
China.
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