Research On Service Quality Improvement Of LH Hotel Based On Customer Satisfaction

In recent years,with the continuous deepening development of the global economy,the tourism industry has been growing at a high speed.The central and local governments of China have vigorously promoted the prosperity and development of the tourism market through an series of policies and regulations.And in some cities,the tourism industry has gradually turned into an vital pillar industry.At the same time,with the prosperity of the tourism market,the hotel industry,as one of the three pillars of tourism,is facing the realistic situation of fierce competition.Each hotel is committed to gaining an advantage in the fierce competition by improving its own service quality.LH Hotel group,founded in 1994,has been distributed in dozens of cities,with a total of more than 80 high-end hotels.As budget hotels and local specialty catering hotels occupy the accommodation and catering market,customers have more choices.Especially since the outbreak of the epidemic in 2020,the hotel and catering industry has been greatly affected,resulting in a great impact on the daily operation of LH Hotel.Based on this,how to increase the stickiness of consumers,strengthen the complementary added value,and improve the service quality of LH Hotel by improving the satisfaction and loyalty of consumers.This study is based on a hotel under LH hotel group.Firstly,it discusses and defines the concepts of customer satisfaction and service quality,mainly including consumer value perception theory,purchase decision theory,Expectation Confirmation Theory,quality management theory and so on.Secondly,it analyzes the current situation of hotel service quality and satisfaction,and explores the influencing factors of customer satisfaction around the service links of the hotel front office department,catering department and housekeeping department.Thirdly,the Delphi expert survey method is used to construct the customer satisfaction evaluation index system of LH hotel service quality,and the fuzzy comprehensive evaluation method is used to comprehensively evaluate the hotel customer satisfaction.Then,according to the above analysis,dig out the problems and causes of the service quality of LH hotel.Finally,it puts forward the corresponding countermeasures to improve the service quality from the aspects of improving the quality of hotel facilities and equipment,improving the quality of service personnel,improving service efficiency,cultivating the strategic vision of senior managers,optimizing the service quality assessment system and strengthening the degree of informatization.This study not only provides inspiration and suggestions for LH hotel managers to improve service quality,but also provides worthy reference for the optimization and improvement of similar hotels.