The Research On Customer Experience Of Family Hotel In Beijing Lingshui Village

In the era of experiencing economy, the tourism will become more and more experiential, which also causes the people to pursue more diversified and personalized accommodation facilities. For the domestic family hotels developed due to the rapid development of rural tourism are both an opportunity and a challenge.This thesis selects the family hotels of Lingshui village in Beijing as the investigation site, trying from the perspective of customer experience in family hotel, carries out the study of rural family hotel' experience factor, so that to master the experience demand of customers, and to find that the development advantages and disadvantages of the family hotels of Lingshui village in the total development of the hotel, and then to provides some references and suggestions to keep the sustainable operation and development of the region's family hotels.This thesis summarizes the factors and characteristics of rural tourism experience family hotel, and built the evaluation system of rural family hotel experience factors based on the related theoretical basis and research status at home and abroad, then on this basis, designed a reasonable questionnaire. By using statistical methods and the IPA analysis method to analyze the data from questionnaire survey and statistics, it showes out the four basic conclusions:(1) make the tourist market characteristics more clear; (2) based on the importance of indicators at all levels, the results show that the customer's pursuit of experience in rural family hotel elements are mainly concentrated in the enthusiasm thoughtful service, good communication with the host, the accessibility of family hotel, the local folk customs, rural labor scene, the privacy room safety and insulation effect of room sound, village dining experience and the experience of rural building environment; (3) although the customers feel the price of family hotel reasonable and worthy, the overall experiences for family hotel is in general, and most of the family hotels lack of uniqueness; (4) through the IPA analysis, it obtains that lingshui village family hotels need to focus on experiencing elements of strengthening improvement, keeping moving, low priority and index of excess supply respectively in the aspects of experience of environment, culture, accommodation and service. According to the above results, this paper puts forward the corresponding suggestion to improve resource utilization from the following aspects: pinpointing the market positioning, focusing on customer experience demand, paying attention on customer experience and reputation, proceeding to the overall improvement and promotion. It is through this research and the relevant advice that can bring enlightenment and reference for the sustainable development of the Lingshui village' family hotels.