服务质量是酒店业经营的核心,提高服务质量是酒店在竞争中区别于对手,获得竞争优势的重要手段。要改善服务质量,首先需要用有效和实用的测量方法对服务质量进行可靠和准确的测量,为企业进行有效决策、绩效监控、合理的资源配置以及改善服务质量,提供有价值的信息。从众多学者的研究中我们发现,众多 The quality of service is the core of the hotel industry operation. To improve the service quality is an important means for the hotel to distinguish itself from competitors in the competition and gain competitive advantage. To improve service quality, it is necessary to first measure reliable and accurate service quality with effective and practical measurement methods, and provide valuable information for enterprises to make effective decisions, monitor performance, allocate resources reasonably, and improve service quality. From the research of many scholars we have found that many