Research Influencing Factors Of Customer Loyalty Behavior In Five-star A Hotel

More and more hotels realize that they want to become the winner in the fierce competition,the best choice to keep the loyal customers.The key point of hotel development which is offered full service for customer base on resources limited.With the transformation of customer consumption idea,rational value judgment instead of perceptual judgment.More research for the influence factors of customer satisfaction,focus on customer’s expectations.However,it is difficult to accurately grasp customer expectations in practice.Especially for customer expectations is not fixed,Expect of customer always change follow by customer’s experience and cognitive.The author found there are internal relations within service process,it will not change follow by customer expectations change.The definition of customer loyalty is divided into psychological loyalty and behavior loyalty,But it is difficult to quantify the psychological loyalty and behavior loyalty in real life,so this research quote the concept of recommendation intention which is Net Promoter Score.In the process of implementation of loyal customers behavior loyalty.This research surrounding Environment,Staff,Service Quality,Customer satisfaction,Loyalty,recommend products to clarify what kind of relationship between each part of service experience and how they affect each other,The author build the influence factors of Customer Loyalty Model a five-star hotel(Influencing Factor Model of Customer behaviors Loyalty in Five-Star Hotels,IFMCBL).Based on customer service feedback email by A hotel collection,include 16 indexes,and through the SPSS factor analysis to extract the five common factor.Constructed structural equation model by Amos System.A Hotel as the research sample for empirical analysis.Which located in the city’s financial center,not only the geographical position is superior,but also adjacent to the AAAA scenic spots.Tourists travel time and season interval difference obviously,Created two model for vacationing industry customers,business customers and through further comparative analysis,theory and empirical fit model.Research results show that:in the performance of a series of behavior loyalty and recommendation intention is mainly influenced by demand satisfaction of customs and demand satisfied is decided by brand recognition.Hotel staff contact links and products contact link directly affect customer satisfaction,and environmental contact link by personnel contact link and mediation in the link of product contact indirectly affect customer satisfaction.The use of cluster analysis classified according to the customer recommendation intention.There are three kinds of varieties which is a Promoter,Passive and Detractors.The results indicate that Promoter accounted up 59%,the ratio of passive accounted for 36%,the ratio of detractors is 0.4%.The Net Promoter Score is 58.6%.Detractors which focus on check-out experience,lobby atmosphere,decorate a style,maintenance and maintenance,membership,staff service and dining experience,We found more than seven service platform basically belongs to the environment and personnel contact link,the marketing strategy should focus on the good environment for the lobby atmosphere construction and strengthen personnel contact link service awareness.Passives,which neither derogatory hotel services nor recommend hotel to friends and family.if A hotel can be change a passive person into a presenter,the Net Promoter Score will be improved.Even though the high ratio of Promoter,but that’s not mean that customers satisfied every service link with the hotel,in order to can continue to strengthen the behavior of customer loyalty,the hotel should be aimed at the lobby atmosphere construction and Internet experience.Provided countermeasure for the development of hospitality industry and explains the shortcomings of this research and outlook of fcuture research in this field.