面向顧客忠誠(chéng)的星級(jí)酒店餐飲服務(wù)質(zhì)量探測(cè)模型及實(shí)證研究.pdf

1、聲明本學(xué)位論文是我在導(dǎo)師的指導(dǎo)下取得的研究成果，盡我所知，在本學(xué)位論文中，除了加以標(biāo)注和致謝的部分外，不包含其他人已經(jīng)發(fā)表或公布過的研究成果，也不包含我為獲得任何教育機(jī)構(gòu)的學(xué)位或?qū)W歷而使用過的材料。與我一同工作的同事對(duì)本學(xué)位論文做出的貢獻(xiàn)均已在論文中作了明確的說明。研究生簽名：』耋進(jìn)塹馴年易月歹日學(xué)位論文使用授權(quán)聲明南京理工大學(xué)有權(quán)保存學(xué)位論文的電子和紙質(zhì)文檔，可以借閱或上網(wǎng)公布本學(xué)位論文的全部或部分內(nèi)容，可以向有關(guān)部門或機(jī)構(gòu)送交并授權(quán)

2、其保存、借閱或上網(wǎng)公布本學(xué)位論文的全部或部分內(nèi)容。對(duì)于保密論文，按保密的有關(guān)規(guī)定和程序處理。研究生簽名：二歪描摯知廠紗年鄉(xiāng)月多日AbstractAtpresentwhenChinaiswitnessingaboominthecateringmarket，thehotelandcateringindustrywhichusedtobeatrendleaderandaguideinitsdevelopmentdirectionlSfacin

3、gthenewchallengesoflesseningcompetitivenessandashrunktouristmarketbythenonhotelcateringserviceswiththeirgrowingscaleandgradeInviewofmeabovementionedsituation，thisthesisattemptstomake孤explorationintotherelationsinterwoven

4、betweenitsservicequalitycustomersatisfactionandcustomerloyaltybytakingthestarredhotelsinLianyungangasitsstudyingsamplesinhopeOtencoura窒通gitsservicemanagementoftheindustrytoachievesomeimprovementsandtodevelopitsserviceres

5、ourcesforeffectiveusesThepaperstartswithallintroductiontoitsresearchbackground，objectives，andsignificanceinanintegrativeemploymentofliteraturereviewsamplingsurveyandstructurⅢequationmodelinganalysisSOastocoordinateallthe

6、analysesmadewithdifferentresearchingmethodsThepartofliteraturereviewexaminesandsummarizesthepreVlousfindingsbyscholarsathomeandabroadontheinvestigationsintoservicequalitycustomersatisfaction，customerloyaltyaswellastheirr

7、elationsinterwovenbetweenservicequalityandcustomersatisfaction，servicequalityandcustomerloyaltyalongwithcustomersatisfactionaJldcustomerloyaltyAccordinglyamodelofservicequalitycontrolforthecateringindustryisbuiltupwithah

8、ypothesisontherelationsbetweenthethreevariablesofservicequalitycustomersatisfactioncustomerloyaltySubsequentlythepapermakesallanalysiswiththehelpoftheanalyzingsoftware，AMOS18onthemodelofqualitycontrol，evaluatethetheoreti

9、calmodelanddiscussindescriptiontheanalysisresultsthroughquestionnalresoverthestarredhotelsinLianyungangandthegathereddatathereofIntheend，itsumsupthere則arpatternsandproblemsdeducedfromtheanalysisresults，followedbysometech