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Web of Proceedings - Francis Academic Press
Web of Proceedings - Francis Academic Press

Research on Hotel Service Quality Based on Customer Value Perception

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DOI: 10.25236/iwedss.2019.146

Author(s)

Yue Liu

Corresponding Author

Yue Liu

Abstract

Service industry is a classic industry in the 21st century. Its development and social status are increasing day by day. In the international community, the research on service quality has become increasingly active. Improving service quality has been the common goal of the world. As a service enterprise, the success of hotel operation depends largely on the service quality of the hotel. It can be said that the service quality is the lifeline of the hotel industry. Compared with foreign counterparts, our hotel hardware facilities have reached or even exceeded them, but there is still a considerable gap in software, especially in terms of service quality. The increase of competitive pressure and the development of tourism have all contributed to the continuous improvement and improvement of the service of Express Hotel. At the same time, the strength of hotel competitiveness is largely attributed to the core service quality of hotel products. To improve the quality of service, hotels must pay attention to the customer experience value delivery system and provide more customer experience value. At the same time, the hotel's service quality management concept should be changed from standard to customer.

Keywords

Customer Value Perception, Hotel Service, Service Quality