经济型酒店顾客满意度研究【毕业论文】.docVIP

毕业论文 (20_ _届) 经济型酒店顾客满意度研究 摘 要 经济型酒店是现代饭店业的重要组成部分。随着我国国际地位的提高, 社会经济的发展, 旅游业呈现出新的发展态势,对于经济型酒店的需求也越来越大。但无论从酒店数量、客房数量还是从盈利性和增长的速度来说,国内经济型酒店发展已呈饱和趋势。经济型酒店想在激烈的行业竞争中得以生存,必须以为使顾客满意为首要目标,高度重视如何提高顾客满意度,采取有效措施提升顾客满意度。 因此,本文将以顾客满意度为核心内容,参考已有的文献资料,分析经济型酒店顾客满意度的影响因素。在理论结构清晰的基础上,选择经济型酒店中的领头羊??锦江之星为研究对象,采取调查问卷的形式,对入住锦江之星的顾客进行顾客满意度调查,运用SPSS软件分析收集的数据,针对锦江之星实际运营过程中存在的问题,提出改善服务的可行的措施,为酒店管理层提供一条可行、高效的人力资源管理途径,进而提高顾客满意度,培养顾客忠诚度。 关键词:经济型酒店;顾客满意度;锦江之星 Abstract Economy hotel is an important part of modern hotel, regardless from hotel quantity, the number of guest rooms or from the profitability and growth speed speaking, domestic economy hotel development the saturated trend. Economy hotel to the highly competitive industry in survival, must think that customer satisfaction as the first priority, attaches great importance to how to improve customer satisfaction and take effective measures to promote the customers satisfactionTherefore, this article will take customers satisfaction as the core ideas, reference existing literatures, analysis economy hotel influence factors of customer satisfaction. On the basis of theoretical structure is clear, this article choose economy hotel of leaders - jinjiang star as the research object, take the form of questionnaire in jinjiang star customer by customer satisfaction investigation, analysis of SPSS software data collected in jinjiang star, actual operation process problems and puts forward the feasible measures to improve services for the hotel management, provide a feasible and efficient way of human resource management, improve customer satisfaction, cultivate customer loyalty. Keywords: economy hotel; customer satisfaction;jinjiang Inn 目 录 1 绪论 1 1.1 研究背景 1 1.2 研究意义 1 1.3 研究目的 2 1.4 研究内容 2 2 经济型酒店顾客满意度分析 3 2.1 顾客满意及顾客满意度相关理论研究 3 2.1.1 顾客满意及顾客满意度 3 2.1.2 顾客满意度的影响因素 3 2.2 经济型酒店的顾客满意度研究 4 2.2.1 经济型酒店的顾客满意度现状分析