Research On Relationships Among Perceived Service Quality And Repurchase Intention Of High-star Hotel

For the high-Star hotel, building Customer loyalty, has important practical significance to maintain good customer relations. As the hotel industry competition is becoming increasingly fierce, it is necessary for us to strengthen the service quality and repurchase intention research and help them to enhance the competitiveness and obtain more actual benefits.This article first describes the theories of perceived service quality, customer satisfaction and customer repurchase intention, then takes three high-star hotels as an example to test the hypotheses of service quality, customer satisfaction and the repurchase intention, and finally puts forward the strategies and suggestions on improving the service quality of high-star hotel and promoting the customer repurchase intention. This paper uses empirical research methods. Firstly, construct the theoretical model of service quality and customer repurchase intention based on the theory of SERVPERF mode, then obtain the sample data through the questionnaire survey. We use the factor analysis, correlation analysis and regression analysis to verify the service quality scale and test the hypothesis.This thesis draws the following conclusions. Firstly, service recovery has a direct impact on the perceived service quality of high-star hotel. Secondly, service quality of high-star hotel and customer satisfaction has a direct impact on the customer repurchase intention. Thirdly, service quality has an indirect impact on the customer repurchase intention through the mediating effect of customer satisfaction.