An Empirical Study of the Model of Quality Services in Hotels

Based on the model of the international mainstream standard for hotel quality services and by connecting with the characteristics of hotel industry,this paper has built up a preliminary theoretical model for hotel quality services.It has analyzed two of the Three-Star hotels in Anhui and Sichuan provinces with experimental studies respectively.By employing LISREL software to test and adjust the model,the paper has established a standard model of quality services in hotels.In addition,it has tested the reliability and efficiency of relevant questionnaires through applying SPSS software.The result showed that hotel quality services consist of three primary dimensions,which are defined by several corresponding sub-dimensions:(a) the quality of interaction,(b) the quality of physical environment,and (c) the quality of outcomes.The quality of interaction should be measured with attitudes,behaviors, and expertise of the hotel employees.The quality of physical environment should be measured with ambient conditions, hotel design,and tangible factors.The quality of outcomes should be measured with social aspects,waiting time of the customers,and evaluation.