Research On The Identification Of Factors Affecting Customer Churn Of FZ Home Inns And Countermeasures

FZ Home Inn has been facing the dilemma of customer churn,and how to effectively retain customers has become an urgent issue for FZ Home Inn to address.Based on this,this article aims to identify the influencing factors of customer churn in FZ Home Inns in order to improve its plight.The main research work is described as follows:Firstly,based on a literature review and a survey of the current situation of customer relationship management in FZ Home Inns,this paper analyzes the influencing factors of customer churn in FZ Home Inns,including service quality,customer trust,conversion costs,and customer satisfaction,and further subdivides them into multi-dimensional observational variables.Secondly,based on the influencing factors of customer churn in FZ Home Inn,a questionnaire was designed,the collected information was processed,and relevant descriptive analysis was conducted.Based on this,SPSS software was used to identify the key factors that affected customer churn in FZ Home Inn through principal component analysis,including: the tangible and responsive dimensions of service quality,the service satisfaction and location satisfaction dimensions of customer satisfaction,And converting the money cost dimension at the cost level.Finally,based on the key factors affecting customer churn at FZ Home Inn,suggestions for improving customer churn at the hotel are proposed.First,strengthen the construction of hotel software and hardware facilities to improve "tangibility" and "responsiveness";Secondly,strengthen the team building of service staff to improve hotel customer satisfaction with hotel services;Third,give full play to the advantages of the hotel’s geographical location to improve customer satisfaction with the hotel’s location;Fourth,increase the "monetary cost" of conversion and improve customer retention.By identifying the key factors of customer churn at FZ Home Inn,we can identify five key factors at the level of service quality,customer satisfaction,and conversion costs: tangibility,responsiveness,service satisfaction,location satisfaction,and monetary cost.This helps the hotel better meet customer needs,strengthen customers’ willingness to repeatedly purchase the service,and avoid customer churn,thereby improving hotel operating revenue and promoting quality and efficiency in hotel operations,Steadily improve market competitiveness.At the same time,it also has certain reference significance for other hotel customer relationship management.