Research On Customer Satisfaction Of Shangkeyou Hotel In Qingdao Based On IPA Model

Economy hotel is a new type of hotel developed from the experience of hotels in developed countries.At present,there are already successful economy hotels in China such as Jinjiang Group,Shangkeyou,City Convenient Hotel,City 118 Hote,Ibis,Super 8.Economy hotels are low prices,which have attracted more and more attention from the theoretical and business circles.Shangkeyou hotel is an economic chain hotel under Qingdao Shangmei Life Group Co.,Ltd.with its headquarters in Qingdao,it has developed rapidly in recent years.This paper takes Shangkeyou chain economy hotels in Qingdao as the object,and uses IPA to study their customer satisfaction,so as to have a limited view of their service.The results show that Qingdao has obvious advantages in accommodation,transportation,guest preference and the surrounding environment.Breakfast and surrounding food and beverage,surrounding shopping,and surrounding entertainment have problems to varying degrees,requiring investment of resources for improvement.In view of the existing problems,the paper has issued measures to improve the service of Qingdao Shangkeyou chain economy hotel.(1)The basic path to improve the customer satisfaction of Shangkeyou Hotel is to take the first-level indicators in the opportunity area and repair area obtained by IPA analysis as the basic improvement surface,namely breakfast and surrounding catering,surrounding shopping and surrounding entertainment.Based on IPA analysis of the three first-level indicators of accommodation,guest preference and surrounding environment,and traffic in the advantageous area,each second-level indicator located in the repair area is taken as the auxiliary lifting surface,i.e.the comfort and convenience second-level indicator below the first-level indicator of accommodation,and the quietness second-level indicator below the firstlevel indicator of guest preference and surrounding environment.Comfort secondary index under traffic primary index.(2)Optimizing the location of Shangkeyou Hotel to meet the needs of customers for food,purchase and entertainment.The site selection plan of Qingdao Shangkeyou Hotel should comprehensively consider factors such as business flow,pedestrian flow,store cost,surrounding supporting catering,surrounding supporting entertainment,surrounding scenic spots,transportation,etc.(3)Improve the relative weak links in accommodation,environment and transportation,including improving the comfort and convenience of accommodation,improving the quiet environment and improving the traffic comfort.The research of this paper has positive significance.In theory,IPA analysis is a classic customer satisfaction analysis tool,which is widely used in tourism industry.With the rapid development of hotel industry,some new accommodation forms are accelerating,and IPA analysis needs to increase its application scenarios.Economy hotel is a new type of hotel.IPA analysis is typical of theory and extends the application scene of classical theory.In practice,investigating the customer satisfaction of economy hotels is an important means to understand the service effectiveness of economy hotels,and then it is of practical value to propose measures to improve and optimize the service.