Hongyun Zhang
ABSTRACT
In the 21st century, the economic environment has evolved to be more competitive, and China's hotel industry has entered a new stage of development with brand marketing, market segmentation and product differentiation. Driven by the motives of corporate performance, profitability and competitiveness, some enterprises have gradually elevated the enhancement of customer satisfaction to the height of corporate strategy. At present, although there is some literature on customer satisfaction research in the hotel industry in China, there are fewer studies on customer satisfaction for luxury hotels. This thesis is based on the American Customer Satisfaction Index (ACSI) model, combined with the product characteristics of luxury hotels, taking Hotel S as the research object, constructing the customer satisfaction index system of luxury hotels, and conducting empirical research. Firstly, for measuring the level of customer satisfaction of Hotel S. Secondly, for observing the strength of the influence of each different index on customer satisfaction, so as to find out the root cause of the influence on customer satisfaction of Hotel S, and to give corresponding suggestions to improve the customer satisfaction of Hotel S. The purpose of this study is to find out the fundamental causes of customer satisfaction in Hotel S and to give appropriate suggestions to improve customer satisfaction in Hotel S, and to enhance the efficiency of the hotel.
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