顾客满意度服务质量酒店业

摘 要近几年来中国旅游业的发展飞速，在一定程度上也推动了中国另一个行业——酒店业的发展。顾客在有限的成本下追求最大的价值实现，在消费过程中学习到的经验往往会影响其满意度以及再次消费的意愿，因此对服务的要求也就愈加高涨。本研究以理论研究和实证研究相结合的办法，以服务质量为切入点，通过对福州泰禾凯宾斯基酒店的实证分析，采用问卷调查的方式，探讨服务质量对消费者满意度的影响，了解在基于提升顾客满意度的问题上，企业要发展怎样的服务来有效提高消费者的消费热情，促进酒店业更好发展。关键词：顾客满意度；服务质量；酒店业AbstractIn recent years, with the rapid development of China's tourism and other industries, China's hotel industry has also been developed to a certain extent. Colleagues whose people's living standards are gradually improving, the service demand for the hotel industry is also gradually increasing. Customers pursue maximum value realization at a limited cost. The experience learned during the consumption process often affects their satisfaction and willingness to consume again. Therefore, the demand for services is increasing. Based on the empirical analysis of Kempinski Hotel Fuzhou, using questionnaires. Explore the impact of service quality on consumer satisfaction. What kind of services should companies develop to effectively increase consumer spending enthusiasm and promote better development of the hotel industry.Key words:Customer satisfaction, Service quality, Hotel industry目 录1引言.................................................................11.1 研究背景............................................................11.2 研究意义............................................................11.3 国内外研究现状......................................................21.3.1 国外研究现状......................................................21.3.2 国内研究现状......................................................21.4 研究内容和研究方法.....