An Empirical Research On Influence Factors Of Customer Satisfaction Of Economy Hotel Based On CCSI

Since China’s reform and opening up to the outside world, China hospitality industryhas vigorous development. As more and more international famous hospitality managementgroup exploit in China,the dominance in China of high star-level hospitality has fell intoforeign hospitality group. In this case, the rapid development of China’s economyhospitality brings new hope for China hospitality industry.At present, the rapid expansion of China’s economy hotel will make competitors focuson the factors such as price, standardized service, inevitably produce economy hotelproduct homogeneity phenomenon. Product homogeneity will increase customers’ choicespace, customers become a key component of the value chain of economy hotels.Customers’ requirements for the quality of products and services are higher and higher,some consumers’ expectationlevel of product quality and service is too high, the hospitalityis unable to meet the increasing customer expectations, lead to customer dissatisfaction.With foreign economy hotel brands enter the Chinese market, the economy hotel marketincreasingly fierce competition, more and more of the economy hotels will improvecustomer satisfaction and loyalty as an important work.Purpose in this article, the main research is to investigate influencing factors ofcustomer satisfaction for China economy hotel,and customer perception of demand and quo.By identifying and defining the economy hotel customer satisfaction influence factors toinvestigate its effect on customer satisfaction degree, in order to more adapt to the situationof China evaluation methods for China’s economy hotel,the ways and methods to improveand maintain customer satisfaction to provide theoretical help.This article embarks from the current situation of the development of Chineseeconomy hotel market, the relevant concepts of service management, theory and evaluationmodel on the basis of the review, according to Chinese Customer Satisfaction Index (CCSI)evaluation model to refine a corresponding each other six first-level indexes,18secondindex and36three-level index system of evaluation, and by means of an empirical surveybasic to validate the five original assumptions of economy hotel about customersatisfaction.By using Chinese version SPSS19.0statistical software, this article analyze-d therecycling questionnaire and came to the main conclusions:Economy hotel brand image has a positive effect on customer satisfaction，expectations of quality has a positive effect on customer satisfaction，customer perceptionof quality of hotel services professional has a significant positive effect on customersatisfaction，perceived value is the most predictive power and the most significant positiveinfluence on customer satisfaction，customer satisfaction has a positive effect on customer loyalty.Through research, this article provides the following suggestions to economy hotel: totarget market segmentation; to make the customers have the right expectations andsatisfaction; to site cautiously and carefully; to further strengthen the brand constructionand management; to attaches great importance to the information system and networkmarketing; to attaches great importance to the professional service, we try to personalizedservice.