摘 要本研究对福州泰禾铂尔曼酒店住店顾客发放问卷，并结合自身实习经历，得出该酒店客客房服务质量评价，通过 SERVQUAL 量表、象限分析法得出以下问题：有形性方面设施设备配件特色不足；可靠性中酒店的可靠程度不够明显；响应性中员工并不总是乐于并主动帮助客人，且缺乏服务意识；以及移情性中提供个性化服务的缺失。在此基础上提出应加强基础设施的维护与更新保持、加强客房员工培训，提升服务意识、完善全员激励制度，提高服务质量、完善客房安全管理机制、增强个性化服务意识等相应的改进措施。关键词：客房服务质量；SERVQUAL 量表；福州泰禾铂尔曼酒店AbstractThis research adopts the way of online to pullman fuzhou tahoe customer questionnaires, combined with their own internship experience, it is concluded that the difference of hotel guest room service quality evaluation, through the SERVQUAL scale, quadrant analytic method in the room service tangibility, reliability, responsiveness, assurance and empathy sexual problems in the following: facilities equipment accessories characteristics in terms of tangibility, reliability, customers think hotel is a reliable, responsive and staff is always ready to take the initiative to help customers and provide personalized service of deficiencies in the empathic. And put forward the infrastructure maintenance and update, strengthen staff training, improve service consciousness, improve the overall incentive system, improve the service quality, improve the security management mechanism, corresponding improving measures such as strengthening the consciousness of personalized service.Key words: room service quality; SERVQUAL scale; Pullman fuzhou Tahoe目 录1 绪 论.........................................................11.1 研究背景和意义..................................................11.1.1 研究背景......................................................11.1.2 研究意义...................................................
