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基于顾客价值理论的永恒万兴酒店顾客满意度研究

Research on Customer Satisfaction of Yongheng Wanxing Hotel Based on Customer Value Theory

Frontiers of Management / 2019,1(1): 30-45 / 2019-07-17 6798 9825

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• Authors: 陈文捷*      夏营      刘露丹     
• Information:

  广西大学商学院，南宁，530004

• Keywords: 顾客价值；顾客满意度；永恒万兴酒店
• Customer value; Customer satisfaction; Wanxing Hotel
• Abstract: 在如今各行各业快速发展变革的新时代下，酒店行业因我国经济的发展和人民生活水平的提高而飞速发展，同时酒店企业之间的竞争也日益加剧，这客观上要求酒店企业必须以顾客为中心，强调优质服务，提升顾客满意度。本文以永恒万兴酒店为研究对象，首先从顾客价值获得的角度预设了17项满意度调查指标，通过调查问卷得出永恒万兴酒店客户的满意度数据，对数据进行信度、效度分析和因子分析将17项指标归结为五大维度。采用SPSS软件对永恒万兴酒店顾客满意度因子进行了差异性分析和相关性分析，发现酒店在员工素质和硬件设施等方面存在较大问题，其次，针对这两大板块，永恒万兴酒店可以制定出多个维度的满意度提升策略。
• Abstract: Under the new era of rapid development and change in all walks of life, the hotel industry is developing rapidly due to the development of China's economy and the improvement of people's living standards. At the same time, the competition among hotel companies is also increasing. This objectively requires hotel companies to Focus on customers, emphasize quality service and improve customer satisfaction. This paper takes Yongheng Wanxing Hotel as the research object. Firstly, 18 satisfaction survey indicators are preset from the perspective of customer value acquisition. Through the questionnaire, the satisfaction data of the Yongheng Wanxing Hotel customers are obtained, and the reliability and validity of the data are obtained. Analysis and factor analysis attributed the 18 indicators to five dimensions. Using SPSS software to analyze and analyze the customer satisfaction factor of Eternal Wanxing Hotel, we found that the hotel has great problems in terms of staff quality and hardware facilities. Secondly, for these two major sections, Yongheng Wanxing Hotel can Develop a multi-dimensional satisfaction improvement strategy
• DOI: https://doi.org/10.35534/fm.0101003
• Cite: 陈文捷，夏营，刘露丹．基于顾客价值理论的永恒万兴酒店顾客满意度研究［J］．管理前沿，2019，1（1）：30-45.
  https://doi.org/10.35534/fm.0101003