Research On The Improvement Of H Hotel Customer Satisfaction

In recent years,hotels in China have been in the forefront of all walks of life.However,the deep development of economic globalization and the extreme impact of the real estate bubble have made the main body of the hotel market competition increase sharply.For high-star hotels,international five-star brands have entered Chinese market to compete for the cake of star hotels.The core of this battle is customers.How to attract new customers and retain old customers has become the focus of hotel research.Providing products and services that satisfy customers and improving customer satisfaction are undoubtedly the core competitiveness of the hotel and the driving force for the healthy development of the hotel industry.Five-star hotels in China have become an indispensable standard facility in the region through the prosperous economic development and rapid growth of tourism industry in China.Five-star hotels in China have developed by leaps and bounds in recent years.The hotel competition is becoming more and more fierce,but the rapid expansion exposes various problems,among which the decline in service level is the most prominent,customer satisfaction is lowered,the vicious circle of reducing returnees is constantly repeating,and the hotel market is also chaotic and disorderly.In this context,the research on the improvement of hotel customer satisfaction has great practical value.Specifically,the research content of this paper is as follows:The first part of the research content is the introduction,mainly around the research background,research reasons and purposes,research significance,literature review,research content and methods;the second part of the research content is the theoretical basis of customer satisfaction,mainly around service encounter.The third part is about the evaluation model and index design of customer satisfaction rate of H hotel based on service encounter,which mainly focuses on the hotel introduction,the construction of service encounter chain of H hotel,the evaluation model of customer satisfaction of H hotel based on service encounter,and the full customer of H hotel based on service encounter.The fourth part is about the evaluation and analysis of H hotel customer satisfaction,focusing on customer satisfaction based on service encounter chain and customer satisfaction based on various dimensions of service encounter;the fifth part is about H wine based on service encounter.In order to improve customer satisfaction,we should strengthen staff training,improve staff service standards,improve service system response and service efficiency,optimize hotel service environment,upgrade hotel service facilities,and establish service encounter point management process.Finally,the conclusion of the study is summarized.