Title: a comparison of service quality in domestic hotel and foreign hotel in Chinese hospitality industry.
Abstract:
The purpose of this article is to meet international customers’ expectation better of service quality in hotel industry in china, through a comparison on service quality impact between foreign hotel and domestic hotel in China. The empirical dataset for this qualitative study was collected through 3 individual interviews with senior hotel managers of two luxury hotels (5-star) in Beijing. The technique used for analysing the data was progressive comparative analysis, after which constant comparative methodology was applied. The key themes emerging from these techniques have been categorised to form conclusions.
Meanwhile, a questionnaire was used to survey a sample of 96 international tourists who visited China and stayed at hotels in Beijing. A descriptive statistics analysis was used to evaluate the service quality of selected hotels in hotel industry in China from both the tourists’ and the managers’ perspectives.
The two hotels had been chosen are Beijing hotel (domestic)and grand Hyatt Beijing(foreign hotel).the website as follows: http://www.chinabeijinghotel.com.cn
www.beijing.grand.hyatt.com.
Aim: through the comparison of service quality impact in the two different types of hotels in china, to meet better customers’ expectation on high service quality.
Objectives:
• to realize the importance of hotel service quality and its effects between domestic and foreign hotel in china
• to identify the differences and similarities of service quality in domestic and foreign hotel in china.
• To analysis some key factors can affect hotel service quality in domestic and foreign hotel in china
• To identify the domestic hotel and foreign hotel how to guarantee their high quality service respectively?
• To identify how to meet customer expectations and satisfaction by the two different types of hotels in china?
• To identify the gaps of service quality had existed between domestic and foreign hotel.
Requirements for introduction:
• The reasoning behind the choice of this topic.
( eg, china economic, hospitality industry development in china, 2008 games will hold in china, the industry will be busy, will build more and lots of foreign coming, need to have very high service quality…………u can think about others…….)
• Why think it is important?
(eg. Lots of people did the research or few people did it or have a interest….or something else)
• aim and objectives
how you go about achieving your aim and objectives.
The eg. Above just my ideas, if not relevant, u can think another better ones.
Requirements for lit review.
• Link to the primary research and focus on the aims and objectives.
• It should cover the full range of literature available that related to the topic.u will use academic and research journal from journals, not just books,papers etc. at least 8 academic journals.
• Not just lay together, need to discuss and evaluate.
• Content
n Define the service quality.…( u know, some people define it from different direction and perspective.)
n Theories, concepts and principles involved in this area.
n Past research about this from 2000 or earlier.
n New or developed arguments or outcomes in hotel industry relevant
n Examine the importance of service quality in modern society and hospitality industry.
n Can link to some aspects of service quality are identified meeting customer satisfaction, expectation and perception. Link to training. Internal and external customers. Traditional Chinese culture impact between domestic and foreign hotel.
n Link to two forms of service quality(hard and soft),link to measure service quality
n U can think about others……relevant
Credit:ivythesis.typepad.com
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