经济型酒店发展至今，以其独特的优势逐渐在酒店行业中占有一席之地，然 而，随之而来的各种服务质量问题也愈发突出，引发消费者广泛关注，服务质量 的提升成为亟待解决的问题。酒店只有正确认识现有的服务质量水平，找到服务 缺陷与关键控制点，才能持续改进自身的服务质量，不断缩小服务质量差距。因 此，如何对经济型酒店的服务质量进行客观评价，从几个方面来度量此类酒店的 服务质量，应当进行深入研究。 本文通过顾客调查，运用亲和图总结出 10 种顾客需求，综合考虑经济型酒 店特征与确定的顾客需求之后，文献研究确定了最终的质量要素，通过计算得出 顾客需求-质量要素关联系数作为质量屋中的关联矩阵，以独立配点法确定经济 型酒店各个质量要素的重要度，构建了经济型酒店服务质量屋，根据重要度进行 排序，选取关键质量要素作为评价指标，构建经济型酒店服务质量关键评价指标 体系。以汉庭酒店为例进行实证研究，应用 SPSS20.0 对样本进行信效度分析， 验证评价指标体系的的科学性和正确性，并通过模糊综合评价对汉庭酒店的服务 进行评价。研究结果表明：1、数据分析得出样本信效度较好，构建的经济型酒 店服务质量关键评价指标体系是合理的。2、汉庭酒店整体服务质量良好，但在 服务效率等方面仍需继续改进。3、本文借助 QFD 的方法，将顾客需求融入了指 标体系的构建，改进了以前研究的不足，使指标体系的构建更加科学合理。 关键词：经济型酒店 服务质量 QFD 评价指标体系兰州财经大学学位论文 基于 QFD 的经济型酒店服务质量关键评价指标体系构建研究 5 Abstract Since the development of budget hotels, it has gradually gained a place in the hotel industry with its unique advantages. However, the various service quality issues that have followed have become more prominent, causing widespread concern among consumers. The improvement of service quality has become an urgent issue. problem. Only if the hotel correctly understands the existing service quality level and finds service defects and key control points can it continue to improve its service quality and narrow the service quality gap. Therefore, how to objectively evaluate the service quality of economic hotels and measure the service quality of such hotels from several aspects should be studied in depth. This paper uses customer surveys to summarize 10 customer needs using affinity diagrams. After comprehensively considering the characteristics of budget hotels and identified customer needs, the literature research determines the final quality factors, and the customer demand-quality factor correlation coefficient is calculated by calculation as The correlation matrix in the House of Quality determines the importance of each quality element of the economy hotel by using the independent point method, and builds the economy hotel service quality house. It sorts according to the importance, selects key quality factors as evaluation indicators, and constructs the economy hotel service. Key兰州财经大学学位论文 基于 QFD 的经济型酒店服务质量关键评价指标体系构建研究 6 quality evaluation index system. Take Hanting Hotel as an example to conduct empirical research, apply SPSS20.0 to analyze the reliability and validity of the sample, verify the scientificity and correctness of the evaluation index system, and evaluate the service of Hanting Hotel through fuzzy comprehensive evaluation. The research results show that: 1. The data analysis shows that the sample has a good reliability and validity, and the key evaluation index system of the economic hotel service quality is reasonable. 2. The overall service quality of Hanting Hotel is good, but the service efficiency and other aspects still need to be improved. 3. With the help of the QFD method, this article integrates customer needs into the construction of the index system, improves the previous research deficiencies, and makes the construction of the index system more scientific and reasonable. Keywords: Budget hotel；Service quality；Quality function deployment； Evaluation index system兰州财经大学学位论文 基于 QFD 的经济型酒店服务质量关键评价指标体系构建研究 7 目录 1.绪论..........................................................................................................................9 1.1 研究背景..........................................................................................................9 1.2 研究目的及意义..............................................................................................9 1.2.1 研究目的...............................................................................................9 1.2.2 研究意义.............................................................................................10 1.3 国内外研究综述............................................................................................11 1.3.1 经济型酒店服务质量的文献综述.....................................................11 1.3.2 经济型酒店服务质量评价指标体系的文献综述.............................14 1.3.3 基于 QFD 的经济型酒店服务质量评价指标体系构建研究.............15 1.3.4 相关研究的综合评述.........................................................................17 1.4 研究内容与框架............................................................................................18 1.4.1 研究内容.............................................................................................18 1.4.2 研究框架.............................................................................................18 1.5 研究方法........................................................................................................19 2.相关概念与理论方法.......................................................................................21 2.1 相关概念........................................................................................................21 2.1.1 经济型酒店.........................................................................................21 2.1.2 服务质量.............................................................................................21 2.2 相关理论方法................................................................................................22 2.2.1 服务质量.............................................................................................22 2.2.2 顾客满意度理论.................................................................................23 2.2.3 质量功能展开（QFD）.......................................................................23 2.2.4 模糊综合评价法.................................................................................26 3.基于 QFD 的经济型酒店服务质量关键评价指标体系的构建............28 3.1 基于 QFD 的经济型酒店服务质量屋的构建................................................28 3.1.1 顾客需求指标的提取及其重要度的确定.........................................28 3.1.2 服务质量要素的确定.........................................................................30 3.1.3 关联矩阵的确定以及经济型酒店服务质量屋的构建.....................32 3.2 经济型酒店服务质量关键评价指标体系的构建........................................36 3.2.1 经济型酒店服务质量关键评价指标体系的维度划分.....................36 3.2.2 经济型酒店服务质量关键评价指标体系含义解释.........................37 4.经济型酒店服务质量评价实证研究—以汉庭酒店为例..................... 39 4.1 经济型酒店服务质量水平调查....................................................................39 4.1.1 问卷设计.............................................................................................39 4.1.2 问卷调查样本统计情况.....................................................................41 4.2 问卷调查样本数理统计分析........................................................................41 4.2.1 信度分析.............................................................................................41 4.2.2 效度分析.............................................................................................42兰州财经大学学位论文 基于 QFD 的经济型酒店服务质量关键评价指标体系构建研究 8 4.3 经济型酒店服务质量的模糊综合评价........................................................44 4.3.1 建立模糊评价因素集及评语集.........................................................44 4.3.2 确定评价指标权重集.........................................................................45 4.3.3 计算隶属度，建立模糊评价矩阵.....................................................46 4.3.4 计算各级指标的模糊综合评价矩阵.................................................46 4.3.5 评价结果分析.....................................................................................48 4.4 改进建议........................................................................................................50 4.4.1 有形性.................................................................................................50 4.4.2 可靠性.................................................................................................50 4.4.3 服务效率.............................................................................................51 4.4.4 移情性.................................................................................................51 4.4.5 经济性.................................................................................................52 5.研究结论与展望................................................................................................ 53 5.1 研究结论........................................................................................................53 5.2 研究展望........................................................................................................54