摘要随着我国市场经济的发展和经济全球化进程的加快，酒店业也产生了变化多端的竞争。本文通过问卷调查对福建鲤鱼洲国宾馆的顾客进行了调查，发现该酒店前厅部服务中存在设施设备质量、待客态度、服务技能、夜间服务、个性化服务和服务效率上的不足。结合前厅部服务质量的真实情况提出了改善前厅服务的设施设备质量、提高前厅员工的工作技能、工作效率、待客态度、个性化服务水平和夜间服务水平、改善酒店前厅的环境氛围针对性对策。关键词：前厅服务质量；顾客满意度；鲤鱼洲国宾馆AbstractWiththedevelopmentofChina'smarketeconomyandtheaccelerationoftheprocessofeconomicglobalization,thehotelindustryhasalsoproducedavarietyofcompetition.ThispaperinvestigatesthecustomersofTheCarpIsletResortthroughquestionnairesurvey，Itisfoundthattherearedeficienciesintheserviceofthefrontofficedepartmentofthehotel,suchasthequalityoffacilitiesandequipment,hospitalityattitude,serviceskills,nightservice,personalizedserviceandserviceefficiency.Combinedwiththerealsituationoftheservicequalityofthefrontofficedepartment,thispaperputsforwardsomecountermeasurestoimprovethefacilitiesandequipmentqualityofthefrontofficeservice,improvetheworkskillsandworkefficiencyofthefrontofficestaff,hospitalityattitude,personalizedservicelevelandnightserviceleveltoimprovetheenvironmentandatmosphereofthefrontofficeofthehotel.Keywords:frontoffice;Servicequality;Customersatisfaction;TheCarpIsletResort.目录TOC\o"1-3"\h\uHYPERLINK\l"_Toc12321"1引言PAGEREF_Toc123211HYPERLINK\l"_Toc24218"1.1研究背景及意义PAGEREF_Toc242181HYPERLINK\l"_Toc3042"1.1.1研究背景PAGEREF_Toc30421HYPERLINK\l"_Toc28069"1.1.2研究意义PAGEREF_Toc280691HYPERLINK\l"_Toc4214"1.2国内外研究综述PAGEREF_Toc42142HYPERLINK\l"_Toc228"1.2.1国外研究现状PAGEREF_Toc2282HYPERLINK\l"_Toc20840"1.2.2国内研究现状PAGEREF_Toc208402HYPERLINK\l"_Toc13600"1.3研究内容和研究方法PAGEREF_Toc136003HYPERLINK\l"_Toc6686"1.3.1研究内容PAGEREF_Toc66863HYPERLINK\l"_Toc19171"1.3.2研究方法PAGEREF_Toc191714HYPERLINK\l"_Toc10443"2相关理论PAGEREF_Toc104434HYPERLINK\l"_Toc20505"2.1前厅服务质量的内涵PAGEREF_Toc205054HYPERLINK\l"_Toc8718"2.2前厅服务质量的构成PAGEREF_Toc87185HYPERLINK\l"_Toc29635"2.3顾客满意度理论PAGEREF_Toc296355HYPERLINK\l"_Toc2644"3福建鲤鱼洲国宾馆前厅服务质量现状分析PAGEREF_Toc26446HYPERLINK\l"_Toc15429