The Customer Satisfaction Factor Analysis And Countermeasure Of MS Hotel

The competition in the 21st century is the service competition based on the customer satisfaction. Any business enterprise can't ignore the impact of the service tide. The process of the business enterprise begins from the customer demand, ending at the customer satisfaction. The existent purpose of business enterprise is to meet the demand of customer basically. Customer satisfaction is the foundation and premise of enterprise's success because of the competition. Who understands customer's expectation, controls the satisfied degree of the customer in time, satisfies and surmounts the customer expectation with the most valid path, acquires the loyalty of the customer, who will be sign in the invincible position. Take theories as to lead first, generalizing and summarizing the research result of customer satisfaction systematically both at home and abroad. Then, take MS Hotel as an example, discussed deeply the customer satisfaction strategy at practice link some problem. The paper consists of six parts: Chapter 1 is an exordium, the paper's research background, customer satisfaction studies meaning, study view and exert main theories. Chapter 2 elaborated the customer satisfaction theories overview, including: the customer satisfaction definition, the customer satisfaction development process, the customer satisfaction with ISO, with Malcolm Baldrige National Quality Award, the definition of customer satisfaction and related conception. Chapter 3 elaborated the customer satisfaction model and the index sign systems conceived of MS Hotel, including: the introduction of the hotel, the orientation and subdivision of the customer. Sets up of the customer satisfaction model and the index sign system. Chapter 4 elaborated the customer satisfaction factor analysis of MS Hotel, including: investigation process of research, designing the estimate index sign, measuring the data of the customer satisfaction, according to the classification of the satisfaction-importance matrix etc. Chapter 5 elaborated the customer satisfaction promotion countermeasure of MS Hotel. Satisfy the customer need, raise the service quantity, enhance the customer relation value management, raise the employee satisfied and perfect serve remediable the measures etc. promote the customer satisfaction. Chapter 6 is a conclusion, a work result and carry out the customer...