服務(wù)質(zhì)量對馬來西亞豪華飯店的研究【外文翻譯】

1、標題：ServiceQuality:AStudyoftheLuxuryHotelsinMalaysia原文：During1997until2002theMalaysianeconomyexperiencedslowergrowthascomparedtopreviousyears.ThiswasduetoglobaleventssuchastheSeptember11attacksglobaleconomiesslowdowntheBa

2、libombingstheSevereAcuteRespiratySyndrome(SARS)birdflu.AllthishadcausedasignificantimpactonthetraveltourismindustryinMalaysia.Thenumbersofinboundoutboundtouristshavebeendecreasingduetoanavoidanceoftravel.Tourismarrivalst

3、oMalaysiapedfrom13.29millionin2002to10.58millionin2003(fellby20.4%).HoweverthisdecreasewasnotasseriousasthosethatwereexperiencedbysomeofMalaysia’sneighbingcountrieslikeSingapeIndonesia.Thiswasperhapsduetotheaggressivepro

4、motionalactivitiesbytheMalaysiaTourismPromotionBoard(TourismMalaysia).TourismMalaysia’saggressivepromotionstheeconomicreliefpackageextendedbythegovernmenttotheplayersinthetravelindustryenabledtheindustrytorecoverquitewel

5、l.ThepromotionalefftsofTourismMalaysiaaswellasMalaysia’sincreasinglystrongreputationasacenterfinternationaleventsfexampletheOICConferencetheF1GrPrixetc.boostedthesloweconomyensurethatthebalanceoftourismpaymentsstillremai

6、npositive.FurthermeduetoBankNegaraMalaysia’spolicyonkeepingtheUS$pegfthepastfewyearstherelativelyweakerMalaysiancurrencyhasbecomeapositivefactfinboundtourismwhilemakingoutboundtourismmeexpensive.Atthesametimedomestictour

7、ismhasbeensteadilyincreasingovertheperiodrising11%in2002to22.2milliontrips.ThisisbecauseTourismMalaysiabycarryingoutprogrammessuchasCuticutiMalaysiathatareaimedatencouragingdomestictravelhasundoubtedlycontributedtotheinc

8、rease(MalaysiaTourismPromotionBoard2004).HoweverthehospitalityindustrythatwasstillexperiencingsevereoversupplyoccupancyrateshavebeenseverelyaffectedbytheSARSbirdflucrisis.Industrysalesgrewin2002butexperiencedadrasticdecr

9、easein2003.TheindustryInMalaysiatheofficialhotelclassificationsystemisenfcedbyMinistryofCultureArtsTourismMalaysiaitisamatysystem.Itisnecessaryfahoteltobeclassifiedbefeitcanobtainlicensepermissionregistrationtooperate.Th

10、eclassificationauthityinMalaysiaisapanelsetupundertheMinistryofCultureArtsTourismMalaysiawhichconsistsofministryofficialsmembersfromnongovernmentalganizationssuchashotelassociationstouroperatassociationsotherrelevantgove

11、rnmentagencies(WTOIH&RA2004).TherearetwohotelclassificationschemesnamelytheStarRating(fromonetofivestar)thechidRating(fromonetothreechid).TheMinistryofCultureArtsTourismMalaysiaintroducedthechidClassificationSchemeindert

12、oaccommodatethosehotelssuchasbedsbreakfastinnsboardinghousesresthouseslodginghouseswhichdonotqualifyfanyStarRating(MinistryofCultureArtsTourismMalaysianodate).Inthisresearchfocuswasgiventotheluxuryhotels.Onlythosehotelsr

13、atedfourstar(4S)fivestar(5S)wereincludedintheresearchstudy.InfluenceofServiceQualityinHospitalityKing(1995)mentionedthathospitalityinthecommercialsettingisaspecifickindofrelationshipbetweenindividualswhichinthiscontextis

14、thehospitalityserviceprovidercustomer.Inthisrelationshipthehostunderststheneedswantsofthecustomerwhichgivepleasuretothecustomerenhancehisherwellbeingcomft.Thehostwilldeliverwithgenerousflawlessfacetofaceinteractions.Theo

15、bjectiveistoenhanceguestsatisfactiondeveloprepeatbusiness.Kampully(2000)revealedthatservicequalityiscrucialtothesuccessofanyserviceganization.Asthecustomersparticipateintheproductionconsumptionofservicestheyinteractclose

16、lywithvariousaspectsoftheganization.Thisinsideknowledgegivesthemtheopptunitytoassesscriticallytheservicesprovidedinparticularthequalityofservice.Customerswillassessservicequalitybycomparingtheservicetheygetwiththeservice