摘 要这些年来，服务产品一直在涌现，人们生活质量的提高使得他们更在意服务质量好的产品。与此同时，各类品牌的星级酒店餐饮的竞争是越来越激烈。如何使酒店在市场中占有重要比重，不仅需要提高餐饮产品质量，更需要提高餐饮服务质量。本文主要是对厦门佰翔五通酒店的餐饮服务质量影响因素及管理研究进行探讨，采用了实地考察和问卷调查法，了解到厦门佰翔五通酒店的餐饮服务质量对于顾客们存在的一些影响因素。并运用了数据分析方法，对存在的问题进行梳理，且制定了提高酒店餐饮服务质量影响因素及管理研究的策略，为相关企业提供参考和借鉴。关键词：餐饮服务质量；提升策略；顾客满意度AbstractOver the years, service products have been emerging, and the improvement of people's quality of life makes them prefer products with high service quality. At the same time, the competition of all kinds of star hotels is more and more fierce. How to make the hotel occupy an important proportion in the market, not only need to improve the quality of catering products, but also need to improve the quality of catering services. This paper mainly discusses the influencing factors and management of the catering service quality of Xiamen Baixiang Wutong hotel through the methods of field investigation and questionnaire survey, so as to understand the influence of the catering service quality of Xiamen Baixiang Wutong hotel on customers. Research Strategies on factors affecting hotel catering service quality and management provide reference for relevant enterprises.Key words: Catering service quality; Promotion strategy; customer satisfaction目 录1 引 言 ..............................................................................................11.1 研 究 背 景 及 意 义 ...................................................................................11.1.1 研 究 背 景 ....................................................................................................
