Research On Service Quality Optimization Statrategy Of Dato Zen Culture Hotel

With the advent of the era of experience economy,cultural theme hotels are becoming more and more popular,but the problems such as poor sense of accommodation experience and insufficient display of hotel theme are becoming more and more prominent.The lack of construction of hotel cultural connotation is the root of the problem.How to effectively show the theme cultural connotation and enhance consumers’ theme experience has become the focus of attention and research in the industry and academia.TATO Zen culture hotel is a hotel with Zen culture as the theme.It also faces problems such as poor accommodation experience and lack of cultural display.From the perspective of customer perception,this paper will make a qualitative and quantitative analysis on the factors affecting the service quality of TATO Zen culture,and put forward targeted optimization suggestions to promote the hotel to a high-quality cultural theme hotel as soon as possible.Firstly,from the perspective of customer perception,this paper combs and summarizes the relevant factors affecting hotel service quality,and combined with the actual development dilemma of the hotel,constructs an evaluation system composed of 6 dimensions and 20 indicators,and optimizes the system through reliability and validity analysis.Secondly,the modified IPA analysis method and Kano model are used to compare and analyze their customer satisfaction.The research results show that the cultural hotel of TATO Zen environment has certain advantages in the four indicators of "guest room reflects the theme","theme service items","characteristic theme products" and "hotel equipment operation".The three evaluation indexes of "cultural publicity and Exhibition","cultural atmosphere construction" and "surrounding environment coordination" are the key factors for the optimization of service quality of Dato Zen cultural Hotel,which needs the hotel to pay attention to and invest resources for improvement.Thirdly,this paper puts forward three kinds of service promotion strategies in line with enterprise management and practice.This paper expounds how to manage the enterprise,how to optimize resources and improve the management efficiency of theme hotels from three aspects: planning,organization,implementation and control.Finally,in order to ensure the effective implementation and smooth implementation of the service promotion strategy,this paper constructs a three-dimensional guarantee system from three aspects: human resources,organizational system and culture.Based on the special hotel model of domestic theme hotel,this paper analyzes the perception of domestic customers on service quality and customer satisfaction,and obtains the theoretical framework suitable for Chinese situation,which has a certain reference value and theoretical value for the improvement and optimization of service quality of other similar cultural theme hotels.At the same time,this paper finds a foothold for the optimization of service quality of Datong Zen cultural hotel.The proposed service promotion strategy and guarantee system of Datong Zen cultural hotel provide a direction for the future operation and development of Datong Zen cultural Hotel,optimize resources,and have important guiding significance and practical value.