The Study On Service Quality,customer Value And Customer Satisfaction Of The B&b Industry On The Yangtze River Delta

With the development of alternative tourism in our country,homestay as a one emerging lodging has warmly received gradually by customers.Staged over several years,the overall amount number has grown up.With the rapid development of B&B industry,problems have been emerged by B&B industry has already been raised such as blind investment,focusing on idea compassion rather than practical operation.At present,lack of deep discovery of culture and the dissatisfaction quality become the main reasons of its stagnation.Therefore,it is essential to foster customer value and improve the service quality of homestay as well customer satisfaction.As origins and the most advanced develop area of homestay,the Yangtze River Delta has been demonstrated a trend of cluster,branding and personalization which build up a strong foundation of a huge tourist market.This study,based on the current situation of homestay development tries to review some relevant research of the service quality of homestay,customer value and customer satisfaction in combination with the specialization of homestay and current developed model of service quality assessment.Service quality of homestay is classified into three aspects: customer reception,customer relationship and customer trust.Establishing a structural equation model of service quality of homestay,customer value and customer satisfaction,propose relative assumptions on this basis.In answer to the questionnaire,this paper tries find the remarkably influential factors and test hypothesis under the structural equation model,discuss the affecting approaches of service quality of homestay and customer value and discuss customer satisfaction.The study indicates that: there is a paramount impact on customer value which leads to a succeeding influence on service quality and other indexes customer value is mediating between the service of quality and customer satisfaction.In the factor of service quality,Customer trust is the most affect one,customer interaction comes the next and customer reception lies last.In the factor of customer value,the impact of the sense of identity given by customers is the most significant.In the factor of customer satisfaction,the influence of overall satisfaction given by customers is the most significant impact.According to results,this thesis proposes three operational strategies on improving the service quality of during the development process of the B&B industry.Firstly,showing more concerns about the Chinese characteristic of B&B industry.Secondly,ensuring a sound and orderly development process of B&B industry from the source by a strict control on its exercise conditions and the training system of service staff training.Thirdly should creating a life atmosphere with strong local characteristics which is differ from the restrictions of urban living under the regulations.Paying close attention to the demands of customers who prefer to rent a home stay and consider fully about the own features of the service of B&B industry at the same time.Hiring professional as homestay team,strength the training of business skills of all butlers,clarify the various roles that butlers ought to take and establishing a trustable bilateral relationship between hosts and customers in the practical work.The innovations of this thesis are at the following: it constructs the service quality measuring model of B&B industry and explores the relationship of quality of homestay service,customer value and customer satisfaction.The results also provide scientific support for contribute to foster customer value and improve of customer satisfaction which benefit for the sound and orderly development of B&B industry in the new era.