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The Research on Customer Satisfaction Index of Five Star-level Hotel in Xin Jiang

Author: LiLi
Tutor: JiaoLi
School: Xinjiang Normal University
Course: Human geography
Keywords: Hotel Customer Satisfaction Customer Satisfaction
CLC: F719
Type: Master's thesis
Year: 2010
Downloads: 491
Quote: 0
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Abstract


Since the reform and opening up, some of the concerns of the international hotel industry in China Hotel Group to accelerate the pace of entering the country, the domestic high-star hotel facing unprecedented competitive pressures and opportunities for development. With the continuous expansion of the high-star hotel group, mutual competition becomes increasingly fierce, especially in the customer satisfaction Hotel compete. In some regions of China high-star hotels have been showing an oversupply situation, the future the customer competition will become more intense. This requires high-star hotel based on the customer point of view, dig source of customer satisfaction and improve customer satisfaction, which has become the key to winning competition in the high-star hotel. Fundamentally speaking, the the Hotel purpose of existence is to satisfy the needs of customers, from the sense of competition, customer satisfaction and win customer loyalty, modern hotel is the basis and prerequisite to meet the challenges. Therefore, all business activities should be around how to meet the customer's changing needs, how to make customer satisfaction. The article theory as a guide, systematic summary and conclusion of customer satisfaction research results at home and abroad. Then combined with the service characteristics of the hotel industry, a major five-star hotel in Urumqi as the research object, status of customer satisfaction through questionnaires, analyzed and discussed and the results are made one by one, and put forward the corresponding countermeasures to enhance and remedies. This article consists of the following sections: The first chapter of this study background, the significance of the study of customer satisfaction and this research perspective, and the use of the main theoretical approaches. Chapter II definition of the concept of customer satisfaction, including customer, customer satisfaction and customer satisfaction. Chapter customer satisfaction model. Including customer satisfaction macroscopic model, customer satisfaction, customer satisfaction model of the microscopic model presented in this paper. Chapter Hotel customer satisfaction index system construction. Chapter 5 star hotel Empirical Analysis of customer satisfaction, this chapter select Urumqi several samples on the questionnaire Hotel Customer Satisfaction situation. Chapter VI-star hotel and raising customer satisfaction measures and remedies. Customer satisfaction will generate good word of mouth and learning effects, improve customer loyalty, reduce hotel costs, but also enhance the perceived value and the overall reputation of the hotel, but customer satisfaction is not the target of the hotel. As the United States ServiceMaster Al Bright pointed out, the main objective of the establishment of the enterprise is to make a profit, the quality is not a goal (quality is only a means to attract customers), the service is not customer value is the goal. This goal, the hotel only to seize the customer value to satisfied customers into loyal customers to achieve long-term profitability of the hotel.

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CLC: > Economic > Trade and Economic > Domestic Trade and Economic > Services sector
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