摘 要21 世纪以来，随着市场经济的不断变化及“互联网+”的发展，酒店业在繁荣发展的同时也面临着强大的竞争压力。近年来，福州酒店业的发展势头越来越足，但高星级酒店数量并不少。如何在众多酒店中站稳脚跟，从 OTA 顾客的角度来拓展客源和创造声誉及形象，为顾客满意度中出现的失误做出参考和调整，这些都即将成为或已经成为高星级酒店不得不思考的问题。本文拟以福州泰禾凯宾斯基酒店在 OTA 发展背景下的顾客满意度为研究对象,通过调查 OTA 顾客满意度现状,分析影响因素，提出提升策略，为酒店拓展客源和提高收益提供一定的科学依据。本文运用问卷调查法、经验总结法、文献法等方法来进行全面深入研究。通过借助问卷调查统计和对顾客意见建议的综合分析，总结出影响该酒店 OTA 顾客满意度存在的主要问题，包括：员工服务态度欠缺、员工技术知识水平普遍偏低等。针对这些问题，提出了改善 OTA 顾客满意度的策略，包括：加强员工培训等。最后总结了研究的创新和不足，也对今后的研究工作进行了展望。关键词：OTA；高星级酒店；顾客满意度；现状；策略AbstractSince the 21st century, with the continuous change of market economy and the development of “Internet”, the hotel industry is facing strong competitive pressure while flourishing. In recent years, the development momentum of Fuzhou hotel industry is more and more sufficient, but the number of high star hotels is not many. How to establish a firm foothold in many hotels, expand the source of customers and create reputation and image from the perspective of OTA customers, and make reference and adjustment for the mistakes in customer satisfaction, which are about to become or have become the problem that high star hotels have to think about. Customer satisfaction of Fuzhou Taihe Kempinski Hotel under the background of OTA development By investigating the present situation of OTA customer satisfaction, analyzing the influencing factors and putting forward the promotion strategy to provide some scientific basis for the hotel to expand...
