服務(wù)質(zhì)量對顧客滿意與顧客忠誠度的影響研究——以濟(jì)南市高星級酒店為例.pdf

1、山東大學(xué)碩士學(xué)位論文服務(wù)質(zhì)量對顧客滿意與顧客忠誠度的影響研究——以濟(jì)南市高星級酒店為例姓名：侯興起申請學(xué)位級別：碩士專業(yè)：企業(yè)管理指導(dǎo)教師：孫衛(wèi)敏20080920山東大學(xué)碩士學(xué)位論文ABSTRACTServicequalityisvitaltothehotelindustryEspeciallytothehilghstarhotels，servicequalityisthekeytogainthesurvival，reputation，

2、marketandprofitSotheservicequalityisakeyfactorforthemanagementofthehotelsOnthebasisofsummarizingtherelevantliteratureofservicequalitycustomersatisfaction，customerloyaltyandthePZBmodel，thisresearchproposesaconceptualframe

3、workincludingtheservicetangibilityservicereliabilityserviceresponsiveness，serviceassurance，serviceampathycustomersatisfactionandcustomerloyaltyTheernpidcalresultsareasthefollowing：Firstlytheempiricalresearchresultshowsth

4、attheservicequalityhaspositiveeffectonthecustomersatisfactionSotothehigh—starhotels，theimprovementoftheservicequalitywillimprovethecustomers’satisfactionwiththehomlsneeanpificalresultsalsosupportthescholar’Spointthatthes

5、ervicequalitywillpositivelyaffectcustomerloyaltySecondly，thestructualequationmodelingsupportsthepositiverelationshipamongservicequalitycustomersatisfactionandloyaltyThirdlytheempiricalanalysisdoesn’tsupportthepositiverel

6、ationshipbetweentheserviceresponsivenessandcustomersatisfactionandloyaltyComparedwiththesimilarpriorresearches，thecontributionsoftheresearchCanbesummarizedasthefollowingtwopoints：Firstlythispaperproposestheconceptualfiam

7、eworkofservicequalitycustomersatisfactionandloyaltySecondl％theempiricalanalysesshowthedifferenteffectsoffivedimentionsofservicequalityoncustomersatisfactionandcustomerloyaltywhichwillgivemorepracticaladvicetothehotelmana

8、gersFinallythispapersummarizesthepossibletheoreticalcontributionsandsignificancesoftheresearchforthepracticefield，theresearchlimitationsandadviceforfutureresearchIt’Swishedthatthisresearchwillbehelpfulforthefuturesimilar