基于顾客感知的张掖市某四星级酒店服务质量评价研究

Research on Service Quality Evaluation of a Four-Star Hotel in Zhangye City Based on Customer Perception

摘要: 本文基于顾客感知视角，运用SERVPERF模型对张掖市某四星级酒店服务质量进行评价分析，从有形性、可靠性、保证性、响应性、移情性五个维度对酒店服务绩效进行测评。研究发现，该酒店整体服务质量良好，各维度得分均高于4.00分；其中可靠性与响应性得分较高，但保证性与有形性得分相对偏低。具体表现为，员工专业能力、服务规范及线上体验等方面。基于此，酒店应结合张掖旅游目的地特色，强化员工培训，优化服务流程，深化个性化服务，完善餐饮与线上服务，并构建反馈闭环机制，以持续提升顾客感知价值和市场竞争力。

Abstract: From a customer perception perspective, this study employs the SERVPERF model to evaluate the service quality of a four-star hotel in Zhangye City. The assessment covers five dimensions: tangibility, reliability, assurance, responsiveness, and empathy. The findings indicate that the hotel’s overall service quality is excellent, with all dimensions scoring above 4.00; reliability and responsiveness score particularly high, while assurance and tangibility scores are relatively lower. These shortcomings are primarily reflected in employee professional competence, service standards, and online experience. To address these issues, the hotel should leverage Zhangye’s unique tourism characteristics by enhancing staff training, optimizing service processes, providing more personalized services, improving food and beverage offerings as well as online services, and establishing a closed-loop feedback mechanism to continuously enhance customer perceived value and market competitiveness.