Lanzhou University of Finance and Economics. All
| 作者 | 王静 |
| 姓名汉语拼音 | WangJing |
| 学号 | 2015125100034 |
| 培养单位 | 兰州财经大学 |
| 电话 | 13893141527 |
| 电子邮件 | 307473036@qq.com |
| 入学年份 | 2015 |
| 学位类别 | 学术硕士 |
| 培养级别 | 硕士研究生 |
| 学科门类 | 管理学 |
| 一级学科名称 | 工商管理硕士(MBA) |
| 学科代码 | 1251 |
| 授予学位 | 管理学硕士 |
| 第一导师姓名 | 黄怡 |
| 第一导师姓名汉语拼音 | HuangYi |
| 第一导师单位 | 兰州财经大学 |
| 第一导师职称 | 教授 |
| 题名 | 兰州市兰减宾馆服务质量提升研究 |
| 英文题名 | Research on the Improvement of Service Quality of Lanzhou Lanjian Hotel |
| 关键词 | 宾馆服务 服务质量 全面质量管理理论 PDCA循环 |
| 外文关键词 | hotel service ; service quality ; total quality management (TQM) theory ; PDCA Cycle |
| 摘要 | 在社会经济飞速发展的今天，服务业在经济发展中的重要作用越来越凸显，旅游业也已成为服务业发展中的重要组成部分，而以酒店、宾馆为代表的住宿业早已成为旅游业发展的重要支柱性行业。在当前环境下，宾馆经营发展也越来越受到社会的关注，宾馆的服务质量是影响其入住率、经营效果的重要因素。我国学者对酒店、宾馆服务质量方面已进行了大量的研究，市场上大多数宾馆在服务质量方面都存在服务理念落后、硬件设施不完善、员工素质有待提升等多种问题。本研究以兰州市兰减宾馆的实际发展情况为基础，以服务质量差距模型、PDCA循环及全面质量管理等为理论基础，研究得出兰减宾馆目前在服务质量层面存在服务及管理观念落后、服务质量意识缺失、员工专业素养较低、培训教育系统不健全及硬件设施不完善等问题，导致兰减宾馆服务无法满足顾客期望。 本研究立足兰州市兰减宾馆，在查阅了国内外文献，掌握服务质量、服务质量评价、全面质量管理（TQM）理论、ISO9000理论及PDCA循环等相关理论方法的基础上，通过设计调查问卷，调查顾客对在宾馆接受服务的满意度，针对兰减宾馆现存的服务质量问题，探索出兰减宾馆应采取的提升服务质量的对策，该宾馆应树立全过程服务质量管理理念、引入ISO9000服务质量管理体系、紧抓教育培训增强全员素养、加强宾馆硬件设施建设及运用PDCA循环方法等对策，从多方面入手，切实提升兰减宾馆服务质量。同时，兰减宾馆还应健全领导组织架构、完善信息技术和资金物质保障，为宾馆服务质量的提升提供坚实的保障。 本论文通过对兰州市兰减宾馆服务质量方面的研究，借助服务质量相关理论和兰减宾馆经营实际，对兰减宾馆服务质量的提升提供了适当的改进策略，同时也为其他同类别宾馆服务业在提升服务质量层面提供了指导借鉴。 |
| 英文摘要 | Today, with the rapid development of social economy, the important role of service industry in economic development is becoming more and more prominent. Tourism has also become an important influencing factor in the development of service industry, and the accommodation industry represented by hotels has already become an important pillar industry in the development of tourism industry. In the current environment, the development of hotel management has been more and more concerned by the society, and the hotel service Quality is an important factor affecting the occupancy rate and operation effect. Chinese scholars have carried out a lot of research on hotel service quality. At present, most hotels in the market have many problems in service quality, such as backward service concept, imperfect hardware facilities, and staff quality to be improved. This study in lanzhou city hotel based on the actual development situation of reduction, on the service quality gap model, the PDCA cycle theory and total quality management as the theoretical basis, research orchid cut currently existing in the service quality level hotel services and management concepts backward, loss of quality of service consciousness, low professional quality, training education system is not sound, and the problem of hardware facilities not perfect lead to decrease hotel service can meet customer expectations. This study based on lanzhou orchid hotel, in the literature at home and abroad, grasp the quality of service, service quality evaluation, total quality management (TQM) theory, theory of ISO9000 and PDCA cycle, on the basis of relevant theories, such as by designing questionnaire, survey customer satisfaction, to accept the service in the hotel for reduction of hotel service quality problems existing, explore orchid hotel reduction countermeasures should be taken to improve service quality,The hotel should set up the whole process service quality management concept, introduce ISO9000 service quality management system, pay close attention to the education and training to enhance the quality of all staff, strengthen the hotel hardware facilities construction and use PDCA cycle and other countermeasures, from various aspects, to effectively improve the hotel service quality.At the same time, Lanjian hotel should also improve the leadership structure, improve the information technology and financial material guarantee, to provide a solid guarantee for the hotel service quality. Based on the research of service quality of Lanzhou Lanjian Hotel, and with the help of service quality theory and management practice of Lanjian Hotel, this paper provides appropriate improvement strategies for service quality improvement of Lanjian Hotel, and also provides guidance and reference for other hotel service industry in improving service quality. |
| 学位类型 | 硕士 |
| 答辩日期 | 2020 |
| 学位授予地点 | 甘肃省兰州市 |
| 页数 | 45 |
| 研究方向 | 服务质量研究 |
| 论文总页数 | 45 |
| 插图总数 | 0 |
| 插表总数 | 0 |
| 参考文献总数 | 0 |
| 馆藏号 | 0003997 |
| 保密级别 | 公开 |
| 中图分类号 | F203.9/777 |
| 文献类型 | 学位论文 |
| 条目标识符 | http://ir.lzufe.edu.cn/handle/39EH0E1M/30904 |
| 专题 | 兰州财经大学 |
| 作者单位 | 兰州财经大学-MBA中心 |
| 第一作者单位 | MBA教育中心 |
| 推荐引用方式 GB/T 7714 | 王静 . 兰州市兰减宾馆服务质量提升研究 [D]. 甘肃省兰州市. 兰州财经大学,2020. |
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| 兰州市兰减宾馆服务质量提升研究.DOCX（283KB） | 学位论文 | 开放获取 | CC BY-NC-SA | 浏览 下载 | ||
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