摘要:中国改革开放以来市场经济不断发展，在产品质量相同的情况下客户愿意购买的自然是提供良好服务质量的企业。在这样的大环境下酒店这个本身就依靠服务挣钱的行业更是要注重服务质量的提高。中国加入世贸以来更是有不少国外的大酒店进入中国，本土的酒店要是想在内忧外患的竞争环境中生存就不得不紧紧抓住服务这根救命稻草。

　　　基于以上认识，本文首先对国内外的相关文献做一定的研究，深入理解服务质量的相关理论。然后选用国际服务业广泛运用的SERVQAL研究方法，通过对比顾客对评价对象即酒店的期望服务质量质量与感知服务质量，来判断酒店实际服务质量的高低。本文通过问卷调查并分析了问卷的信度和效度，结合走访酒店与管理者和员工对话了解酒店服务质量的现状，并根据问卷调查的数据结果分析九龙大酒店服务质量方面存在的问题，在将数据与访谈资料结合的基础上提出有针对性的提升措施。

关键词 服务质量；酒店服务质量；SERVQUAL量表

Abstract:Since China's reform and opening up the market economy continues to grow, customers are willing to buy the same product quality naturally enterprises to provide a good quality of service. In this environment the hotels itself rely on the service industry to make money is to pay attention to the improvement of the quality of service. Since China's accession to the WTO is a lot of foreign hotel into China, local hotels have to firmly grasp the service as a last resort if they wish to survive in the competitive environment of the internal and external.

　　　Based on the above understanding, the relevant literature at home and abroad to do some research, in-depth understanding of the theory of quality of service. And selection of international services the widely used SERVQAL research methods, evaluation of the object by comparing the customer that the property's expectations of quality of service quality and perceived service quality, to determine the actual level of service quality in the hotel. In this paper, through a questionnaire survey and analysis of the reliability and validity of the questionnaire, combined with dialogue visited the hotel managers and employees to understand the current situation of the quality of hotel services, and analyze the existing problems of the Kowloon Hotel service quality based on the survey data results in based on a combination of data and interviews with targeted measures for improvement.

Keywords   Service quality   Service quality of hotel   SERVQUAL Scale