火锅类连锁餐饮企业的客户满意度研究——以海底捞为例【摘要】中国餐饮服务市场近年来持续稳步增长，伴随我国餐饮服务持续快速发展,越来越多的顾客不仅对于企业的食品质量要求日趋严格,对于企业的服务质量也越来越重视，企业之间的竞争也日趋激烈。越来越多的企业开始意识到客户才其赖以生存和发展的基础,纷纷把提升服务价值，提升客户满意度确定为企业的长期战略。本文首先以海底捞为例，分析了海底捞客户的满意度，运用问卷调查法，研究影响海底捞顾客满意度的因素。最后提出提高海底捞客户满意度的对策，包括根据市场情况调整定价、提高服务质量、改善用餐环境、合理设计店铺空间等。然后重点分析了火锅类连锁餐饮企业的现状、问题以及影响客户满意度的因素，最后提出了提高餐饮企业服务质量、保障餐饮企业菜品质量、打造餐饮企业外在形象、照顾餐饮企业顾客就餐情绪的建议。【关键词】火锅类连锁餐饮；客户满意度；海底捞Research on Customer Satisfaction of Hotpot Chain Catering Enterprises——Taking Haidilao as an Example[Abstract] China's catering service market has continued to grow steadily in recent years. With the continued rapid development of catering services in our country, more and more customers not only have increasingly strict requirements on the food quality of enterprises, they have also paid more and more attention to the quality of their services. It is becoming increasingly fierce. More and more companies are beginning to realize that customers are the basis for their survival and development, and they have determined to enhance service value and customer satisfaction as their long-term strategies. This article first takes Haidilao as an example, analyzes the customer satisfaction of Haidilao, and uses questionnaires to study the factors that affect Haidilao's customer satisfaction. Finally, countermeasures to improve the customer satisfaction of Haidilao are proposed, including adjusting pricing according to market conditions, improving service quality, improv...
