Study On Customer Satisfaction Evaluation Of Five - Star Hotel In Shandong Province Under Network Environment

The emergence of the Internet, sounded the clarion call of the times of large data network industry. In today’s world, cross, data fusion and fission, has brought a new business model, is also profoundly changing the operating mode of tourism. With the Internet and mobile Internet marketing, many tourist industries are beginning to use their services in order to expand its economic benefits. Especially in the hotel industry applications, today on the network continue to emerge out of the hotel after evaluating many consumers experience. Essentially, this is the result of consumers in today’s network environment on the quality of hotel services subjective evaluation. This article is from the consumer’s point of view, explore analysis applies to customer satisfaction evaluation system under the network environment.Through literature research, combined with the hotel’s services, this paper Swedish Customer Satisfaction Index Model (SCSB) basis, and select Ctrip, eLong, Qunar (also refer to Tuniu Net, LY Net, Daodao Net) on the basis that, after the hotel’s in-depth exploration of the analysis, the establishment of the index system and the theoretical model of customer satisfaction a network environment. The evaluation system includes seven level indicators:regional environment, equipment and facilities, quality of service, room, price, food, overall comfort. Then the help text analysis method and fuzzy calculation method for the evaluation of these indicators have been quantified and classified analysis, after a comprehensive measure, draw, Shandong Province, five-star hotel overall customer satisfaction as "satisfactory", and draw Shandong Province, five-star hotel customer satisfaction rankings.Through this study found that consumers attention on the highest hotel hardware facilities, such as the hotel’s regional environment and equipment and facilities. In addition, room exists odor, noise living environment, facilities, etc. These factors are failure prone consumer resentment, consumers are more inclined to class hardware facilities of the hotel. Software, the consumer’s individual requirements of increasingly high quality of services such as hotel and dining more attention, the hotel should promote personalized service concept, and constantly improve the hotel customer satisfaction. Five-star hotel is a model and benchmark for the hotel industry, the five-star hotel on behalf of the society in customer satisfaction levels high customer demand satisfaction. How to do based on the network environment and consumer demand, improve the consumer experience and perception of well-being of consumers and other issues should be based on a full investigation of the market, scientific analysis, accurate extraction on. The hotel should address the individual needs of consumers to optimize the hotel’s products or services, and improve the concept of personalized service. Rational use of network resources simultaneously evaluate and improve the hotel’s reputation and corporate image. And design innovative and efficient internet marketing strategies to strengthen the network construction and maintenance of the hotel, to develop a plan to deal with negative comments about the hotel, enhanced interaction with customers, the establishment of the Network Alliance Hotel Group. Only then will it be able to gain a firm foothold in the fierce market competition brought to realize the hotel’s rapid development.