The Treatment Of Hotel Customers Complaints Based On Customer Satisfaction

As far as the customers in hotel concerns, the service which provide by the hotel is a series of process. When customers enter the door of the hotel, it is the beginning of enjoying the service. Customers begin to evaluate the service quality of the hotel until they check out. It is dynamic different between the two individual customers. Thus, it is inevitable that the mistakes will happen.When mistakes occurred in the service, customers will have the bad feeling and compliments. When the hotel takes the compliments as the point and dealing it well, they can repair the relationship between the customers and the hotel. And it can also increase the customer's satisfaction. Those satisfied customers can easily become loyalty. Well, if the hotel takes no action to handling the compliments, no good police, it will enhance the customers' dissatisfaction, resulting in the loss of customers and give a negative impact on the reputation of the hotel.This dissertation makes an empirical Study for the complain treatment of hotel in China, and has discussion on the satisfactory function to the complain treatment of hotel for clients. In this process, three aspects which are the behavior, procedure and comprehension of the complain treatment of hotel are discussed, and population background variable is considered as the control variable, and whether to affect the complain treatment and the satisfactory of clients are studied. In the end, this dissertation analyses the relationship of each variable with structural equation model, which shows the relationship between the complain treatment and satisfactory of clients.By means of empirical study, on the one hand a large amount of real information can be got, on the other hand the effect with different factors in the process of complain treatment can be found out, which is important theoretical and practical sense for the complain treatment of hotel.