XX餐飲企業(yè)服務(wù)質(zhì)量研究

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摘要 近年來(lái)，我國(guó)服務(wù)行業(yè)的市場(chǎng)越來(lái)越壯大，各式各樣的服務(wù)企業(yè)紛紛涌入市場(chǎng)，加上世界經(jīng)濟(jì)逐漸一體化，國(guó)外服務(wù)行業(yè)巨頭也開(kāi)始搶占中國(guó)市場(chǎng)，致使國(guó)內(nèi)服務(wù)行業(yè)的競(jìng)爭(zhēng)更加劇烈。本文首先對(duì)服務(wù)質(zhì)量相關(guān)理論進(jìn)行敘述，之后對(duì)鎮(zhèn)江xx九潤(rùn)店服務(wù)質(zhì)量現(xiàn)狀進(jìn)行認(rèn)真分析，xx品牌是一家以弘揚(yáng)民族特色飲食文化、創(chuàng)建民族特色餐飲第一品牌為己任，集湘西民俗表演、湘西美食經(jīng)營(yíng)、湘西文化傳播與原生態(tài)食品生產(chǎn)加工于一體的大型餐飲連鎖企業(yè)，鎮(zhèn)江xx分店正處長(zhǎng)一個(gè)良好的上升發(fā)展的階段。但鎮(zhèn)江xx九潤(rùn)店的服務(wù)現(xiàn)狀已難以滿(mǎn)足客戶(hù)的要求，面對(duì)顧客的挑剔、同行的激烈競(jìng)爭(zhēng)，改進(jìn)服務(wù)質(zhì)量的研究已成為擺在鎮(zhèn)江xx九潤(rùn)店面前的現(xiàn)實(shí)課題。
本文通過(guò)問(wèn)卷調(diào)查及現(xiàn)場(chǎng)訪談的研究方法，對(duì)位于青年廣場(chǎng)的鎮(zhèn)江xx九潤(rùn)店進(jìn)行了調(diào)查研究，借助統(tǒng)計(jì)分析技術(shù)對(duì)調(diào)查結(jié)果進(jìn)行分析，在此基礎(chǔ)上，找出影響湘西九潤(rùn)店服務(wù)質(zhì)量的主要因素，并提出改進(jìn)服務(wù)質(zhì)量的若干對(duì)策建議。

關(guān)鍵詞：服務(wù)質(zhì)量 影響因素 統(tǒng)計(jì)分析 建議


The Status of QOS of Zhenjiang Xiangxi tribes Jiurun shop and Improvement Measures
Abstract In recent years, China's service industry market becoming more powerful, a wide range of services companies have entered into the market, coupled with the gradual integration of the world economy , the service sector to foreign giants have begun to seize the Chinese market , resulting in more competition in the domestic service sector intense. Firstly, the quality of service related to narrative theory has been described, then the status of service quality of Zhenjiang Xiangxi tribes Jiurun shop has been carefully analyzed .Xiangxi tribes to promote the national brand is a specialty food culture, ethnic food and drink to create the first brand mission, set Folklore performances, Xiangxi food management, spread of Xiangxi culture and the original ecological food production and processing in one large restaurant chain. Zhenjiang, Director of Xiangxi tribal stores are a good rising stage of development. But the status of quality of service of Zhenjiang Xinagxi tribes Jiurun shop has been difficult to meet customer requirements. Facing with customer critical, peer competition, improve the quality of service has become a realistic subject in front of the Zhenjiang Xiangxi tribes Jiurun shop.
Through survey research methods, Zhenjiang Xiangxi tribes Jiurun shop which located in Youth Square was investigated by means of statistical analysis techniques to analyze the survey results, on this basis, finding out the important influencing factors, and putting forward some suggestions to improve the quality of service.

Key words The quality of service Influential factors Statistical analysis Suggestions


目錄
第一章 緒論 1
1.1研究背景 1
1.2研究目的及意義 1
1.3國(guó)內(nèi)外研究現(xiàn)狀 2
1.4主要研究?jī)?nèi)容 2
第二章 服務(wù)質(zhì)量的相關(guān)理論綜述 4
2.1服務(wù)質(zhì)量的定義 4
2.2服務(wù)質(zhì)量的作用及意義 4
2.3服務(wù)質(zhì)量理論 5
第三章 鎮(zhèn)江xx九潤(rùn)店服務(wù)質(zhì)量現(xiàn)狀分析 7
3.1鎮(zhèn)江xx九潤(rùn)店的介紹 7
3.2現(xiàn)場(chǎng)調(diào)研 7
3.2.1問(wèn)卷的設(shè)計(jì)原則 7
3.2.2現(xiàn)場(chǎng)調(diào)研內(nèi)容 9
3.2.3現(xiàn)場(chǎng)調(diào)查的實(shí)施 10
3.3 鎮(zhèn)江xx九潤(rùn)店服務(wù)質(zhì)量現(xiàn)狀 10
3.4 鎮(zhèn)江xx九潤(rùn)店服務(wù)質(zhì)量存在的問(wèn)題及原因分析 13
3.4.1 鎮(zhèn)江xx九潤(rùn)店服務(wù)質(zhì)量存在的問(wèn)題 13
3.4.2 鎮(zhèn)江xx九潤(rùn)店服務(wù)質(zhì)量存在問(wèn)題的原因分析 14
第四章 改進(jìn)鎮(zhèn)江xx九潤(rùn)店服務(wù)質(zhì)量的建議 17
4.1服務(wù)人員方面 17
4.2環(huán)境設(shè)施方面 17
4.3管理制度方面 18
4.4企業(yè)文化方面 18
結(jié)論 20
參考文獻(xiàn) 21
致謝 23
附錄：調(diào)查問(wèn)卷 24