【毕业论文】酒店顾客满意度研究.doc

. PAGE .. . .. 摘 要 21世纪是以服务取胜的时代，随着世界经济全球化，酒店业的竞争越加激烈，酒店产品的日趋同质化和消费者消费心理的日趋成熟，对酒店的经营提出了更高的要求，酒店市场已从卖方市场转向买方市场，企业生存的基本准则是让顾客满意，谁能取悦于客户谁就能赢得市场。本文以广州××大酒店为研究对象，从不同的角度对顾客满意度进行分析，分别从酒店自身内部环境的探索和顾客问卷调查来分析影响顾客满意度的因素，探讨提高顾客满意度的对策。本文认为可以从改善硬件和娱乐设施、提升员工满意度、建立客户关系管理体系、提高服务质量这四个方面来考虑执行，以达到提升客户的满意度的目的，使酒店的业绩和竞争力得到提升。 关键词：日盛世豪大酒店 ；顾客满意度；对策 Abstract The 21century is the age winning with service. With the development of economic globalization， the hotel industry has become more and more competitive. The fact that growing homogenization of Hotel products and increasingly mature of consumers consumption psychology has made higher demands on hotel business， and hotel market has shifted its role from a sellers market to a buyers market. Basic criterion for business to survival is satisfying customers——the one who can please the customer can win the market. This thesis regards Imperial Traders Hotel as the research object to analyze factors affecting customer satisfaction and study the countermeasures， from different point of view to analyze the customer satisfaction， respectively own internal environment of the hotel and customers’ questionnaire survey. As for the countermeasures， three ways can be implemented to help hotels attain the goal of raising customer satisfaction and enhance performance and competitiveness by improving employee satisfaction， building up a management system of customer relationship and providing personalized services. Key Words: Imperial Traders Hotel; customer satisfaction ; Countermeasure 目 录 1 绪论…………………………………………………………………………………1 1.1选题依据………………………………………………………………………………1 1.2文献综述…………………………………………………………………………1 1.3 研究的内容和方法…………………………………………………………………3 2 理论综述…………………………………………………………………………………4 2.1 顾客满意度概念……………………………………………………………………4 2.2 顾客满意度级别划分………………………………………………………………4 3 呼和浩特日盛世豪大酒店顾客满意度现状分析…………………………………………………6 3.1酒店企业简介…………………………………………………6 3.2酒店顾客满意度调查实证分析…………………………………………7 4 呼和浩特日盛世豪大酒店顾客满意度反映的问题………………………………………………13 4.1 顾客需求不断提高…………………………………………