| In recent years,as a new form of accommodation,homestay has met the needs of diversified and personalized consumers and entered the stage of rapid development.As a traditional popular tourist city,Xi ’ an attracts a large number of Chinese and foreign tourists every year,and homestay has become the preferred form of accommodation for young people.How to meet the evolving needs of consumers and how to make sustainable development of the homestay industry is worth studying.Therefore,this article through the literature research method to the homestay,the service quality,the customer emotion,the customer satisfaction concept as well as the related research at home and abroad to choose the customer satisfaction model from the emotion and the cognition two angles,the actual research object forms the questionnaire,and carries on the field investigation to the Siamin homestay,gets 200 valid questionnaire;Use SPSS24 to collect data for statistical analysis of data.According to the statistical analysis,it is concluded that the quality of service has a positive impact on customer emotion,customer satisfaction and customer loyalty,and that customer emotion has a positive influence on customer satisfaction,and customer satisfaction has a positive influence on customer loyalty,and the influence of customer emotional clothing on service quality and customer satisfaction plays an intermediary role.Customer satisfaction plays an intermediary role in the relationship between service quality and customer loyalty,and different ages have a significant impact on customer satisfaction and customer loyalty.On the basis of the research,this paper suggests that the management practice of improving customer satisfaction and loyalty of homestay operators is to improve the quality of service,create boutique homestay,enhance the communication between the guests,establish the emotional bond,attach importance to Word of mouth publicity,to create a variety of marketing methods.This paper investigates the study of homestay in urban center,and provides the basis of operation and management for the development of Xi’an and homestay industry. |
