基于SERVQUAL模型的酒店前厅服务质量满意度提升研究——以汉庭上海X酒店为例

Research on the Improvement of Hotel Front Office Service Quality Satisfaction Based on the SERVQUAL Model—Taking an Hanting Shanghai X Hotel as an Example

摘要: 伴随上海旅游业的快速发展，经济型酒店市场的竞争变得越发激烈。如何在保障成本控制的前提下，改善前厅服务质量，巩固顾客体验，已成为经济型连锁酒店管理中的一项重要任务。本文借助SERVQUAL模型，以汉庭上海X酒店为研究对象，借助问卷调查法，对其前厅服务质量展开系统研究，结果发现：顾客对于前厅服务的移情性给出了最高评价，显示出前厅员工能够留意顾客的需求并且给予一定的个性化服务；而安全性的评价最低，表明在前厅安保管理，门禁控制以及顾客隐私保护等方面还有待改进。有形性、可靠性、响应性等的评分都相对较低表明服务的准确性、一致性以及前厅服务的速度还需要进一步加强。对此，本研究给出了提升建议：改善前厅的环境、加强员工的培训、提升服务的标准化、提升响应的速度以及提升个性化的服务。

Abstract: With the rapid development of Shanghai’s tourism industry, the competition in the economy hotel market has become increasingly fierce. How to improve the quality of front office services and consolidate the customer experience while ensuring cost control has become an important task in the management of economy hotel chains. This study adopts the SERVQUAL model, takes Hanting Shanghai X Hotel as the research object, and conducts a systematic study on the quality of its front office services using the questionnaire survey method. The results show that customers gave the highest evaluation to the empathy of front office services, indicating that front office staff can pay attention to customers’ needs and provide certain personalized services; while the evaluation of security was the lowest, suggesting that there is room for improvement in aspects such as front office security management, access control, and customer privacy protection. The relatively low scores in tangibility, reliability, and responsiveness indicate that the accuracy and consistency of services, as well as the speed of front office services, need to be further enhanced. In response to these findings, this study puts forward the following improvement suggestions: improve the front office environment, strengthen staff training, enhance service standardization, increase response speed, and promote personalized services.