Research On The Customer Satisfaction Of Wuhan Economy Hotel

With the development of the tourism industry and the market specification, the proportion of self-service travel is rising, and the change of people consumption idea and people pay more attention to promote the hotel customer satisfaction, all of these make economy hotel to usher a new development opportunity. By researching the customer satisfaction of Wuhan city economy hotel, on the one hand it has a advantage to the complement of customer satisfaction research in terms of content analysis, on the other hand it helps economy hotel determine the main factors influencing the customer satisfaction and take effective measures to improve themselves’competitiveness and provide the basis for its development.Using 80 economy hotel of 13 districts in Wuhan as the hotel sample, from July 1, 2013 to June 30,2014 a year of time, we choose 400 samples of comments from the Ctrip website, each article review is include more than 20 words and content description is clear. On the basis of the understanding of relevant research results, then draw lessons from existing research, make a clearly concept of economy hotel; In the use of related knowledge and theory of budget hotel and customers’satisfaction degree and constructs the evaluation index system of customer network. It has three first-level indicators, including traffic location, facilities and service quality. It has 21 secondary indexes, including location, riding, dining place, room, bed, air conditioning, reception, room service and credibility. Using the content analysis method to find keywords from the samples which customers have clear attitude, according to "very dissatisfied, not satisfied, general, happy, very happy".reoccupy Likert Five-point scale grade 1 to 5 points for the keywords, the score as to the established indicators, into data. In the end, use reliability analysis, correlation analysis, importance-performance analysis (IPA) and other methods to analyze the customer satisfaction of economy hotel in Wuhan.The conclusion shows that:From the point of comprehensive index analysis, every index score is above 3 points, ustomers are comparatively satisfied with the products and service of the economy hotel in Wuhan. The highest score for "transportation" 3.98 points and 3.10 min. "facilities". But every index is less than 4 points, suggesting that the hotel is still room for improvement.From the specific index:Traffic location, the index of satisfaction degree is higher, highest score for "scenic spot" 4.57 points,3.55 min. "location". From the point of emphasis, customers for the hotel location,transportation and lunch more attention and recognition,the corresponding degree of satisfaction is relatively high.Facilities,the satisfaction of every index is generally low,and the scores are below 3 points, "room" is the highest and score is 2.84 points,the lowest is"condition",and the score is only 1.82 points. Customers pay more attention to"condition" "room" and "soundService quality, in addition to the "credibility" has low scores, other indexes are above 3 points, but the overall score is not high, less than 3.5 points. The highest score of "the front desk service" is 3.41,the lowest of "credibility" is 1.61 points, scored above 3 points, but less than 4 points. It suggests that customers aren’t satisfied with these indexes. "Credibility" reflects hotel should connect with Ctrip, but scored lowest, hotel need and do a good job in information network platform connecting, ensure the authenticity and consistency of products and services.From the point of the results of correlation analysis,"location""dining place" "scenic spot""business trip""room""toilet"and"sound insulation"have highly correlated to the global evaluation."Riding""shopping""bed""airconditioning""netw--ork""reception""room service""serving breakfast""parking service""credibility" have moderate correlated to the global evaluation.From the point of the results of IPA analysis, the "advantage area" has "location" "riding" " room service" and "reception", and customers take serious attitude to them, satisfaction is also higher; "Room" and "sound insulation" of these two indicators in the "the key to improve area", suggests that more attention paid to the two indexes, but the degree of satisfaction is relatively low, hotels should pay more attention to them and improve them. Customers don’t pay enough attention to other indicators, and the satisfaction is not high, but them also need hotels improve appropriately to form the overall effect.On the analysis of influence factors of customers’ satisfaction of the economy hotel in Wuhan city,from the hotel, the government and the customers three angles to put forward suggestions, in order to the benign development of the economy hotels in Wuhan city.Due to the limitations of data and information collection,and combined with the author’s ability,it’s hard to avoid shortcomings,how to maximize the relationship between the profitability of hotel and customer satisfaction is still need to do further discussion.