饭店服务参与者之服务质量认知差距研究--以福建省高星级酒店为例

摘要

This paper takes 5 high-star hotels in Fujian province for example,uses SPSS17.0,mainly by reliability analysis, validity analysis,One-Way ANOVA and Games-Howell,aiming to study the service quality perception gaps among the hotel staffs, managers and customers.We find that there are significant service quality perception gaps among hotel employees,managers and customers,the service quality perception of hotel staff is closer to the customers;the perceptions are not the same as to different di-mensions of service quality;population statistics factors as the control variables can have impact on the perception gaps.%文章以福建省5家高星级酒店为例，通过问卷调查法，运用 SPSS17.0软件，主要采用信度分析、效度分析、单因素方差分析、多重比较检验方法，研究饭店一线员工、管理者、顾客三者之间对服务质量认知的差距。研究结果发现：饭店一线员工、管理者、顾客两两之间对服务质量存在较显著的认知差距，其中一线员工对服务质量的认知更接近顾客认知；针对服务质量的不同维度，认知差距也不尽相同；人口统计因素作为控制变量对两两间的认知差距也产生影响。