Hotel BPR Based On Customer Satisfaction

The hotel industry is opening up the earliest industries over the past 20 years It has experienced the ups and downs of the market, particularly after China joins the WTO, more and more foreign capital into China hotels market, and capture customers. With WTO Increasingly fierce global competition trend , the hotel managers gradually came to realize that customer satisfaction with the quality of service can create loyalty customers to the hotel and bring in huge profits. Therefore, how to improve customer satisfaction, to strive for and maintain customer loyalty becomes one of the focuses of research to the hotel managers. What's more , hotel managers have held various attempts. But with the personalized customer demand increased, the rapid development of science and technology, the world economic situation and the rules of competition are changing, All these require the hotel to continuous innovation, reduce operating costs, improve economic efficiency. The original pure quality management, cost management strategies have failed to achieve the original effect. BPR will be a new concept it is imperative to introduce the hotel industry. This article will explore the hotel through the recycling process to improve customer satisfaction.This paper is based on the theory that the level of customer satisfaction is the results which the quality and service expectations of customers compared to the customers' perceived quality of servicesThe paper in-depth analysis of the customer service quality expectations, customer service quality and process reengineering theory. And the introduction of quality of service gap model and the quality of service measurement SERVQUAL model analyses our hotel services from the qualitative and quantitative aspects. So as to identify the quality of service gaps exist, and through the implementation of BPR Hotel, Hotel can improve the quality of services that exist in order to improve customer service quality hotel satisfaction.Finally, taking Taoyuan International Hotel for the case, this passage analyses the existing hotel service quality by the service measurement SERVQUAL model and finds out the reasons to the existing of services quality gaps.Through the recycling process, a process of core hotel optimization program, improve customer satisfaction, to achieve the five-star goal from three-star.