Hotel Enterprise Network Reservation Service Key Factor

Electronic channels play an increasingly important role in hotel distribution. Nowadays, the hotel reservation on the Internet had a profound effect on the hotel distribution. Compared to the original model of reservation, Internet reservation is open and low-cost, it provides the hotel a bigger space of distribution. Some big hotel groups(as Marriott, Hilton) have already made a progress on the Internet reservation. The profit form Internt is becoming an important part of their total income. But the hotels in China seems have something difficulty on developing the Interntet reservation, and little research is made on how to provide perfect reservation service on Internet in China. So it is of theoretical and practical significance to find some key factors of the internet reservation service in China.Firstly this paper systematically summarized the relevant theoretical and empirical researches in literature, especially concerning the development of the hotel reservation model, the channels of hotel reservation and the reservation service at both home and abroad. Then, we used the "SERVQUAL Model", which is widely uesd in the past years, combined the acutal Internet hotel reservation service to build a "Key Factor Model "for hotel reservation service.Secondly, through the questionnaire survey to both the customers and managers, we used factor analysis to test the Key Factor Model of hotel reservation service. Then, we draws a conclution that there are five key factors in the hotel reservation service: basic support, confidence raising, service attraction, assistant support and product showing.Thirdly, this thesis adopts analysis of variances to study the cognitive differences on the key factors among different customers, customers and managers. These differences can show us some problems of the reservation service in China.Fourthly, we choosed a hotel web as the platform. Using the evaluating date to the reservation service of this platform from the customers, we justify the previous research conclusions and study the relationship between the performance evaluating of the five key factors and the customer's overall assessment.Lastly, the thesis summarizes the conclusions of previous studies and points out their practical significance. Then the thesis winds up with the research limitations and prospects.