Study On The Degree Of Hotel's Customer Satisfaction

Customers enjoy more and more privileges for the acceleration of the renewal of products by technology development and the aggravation of market competition by economy globalization, which results in the advent of the theory of customer satisfaction. Customer-centered times has arrived. The extensive application of customer satisfaction theory in hotels brings out the need to measure the degree of customer satisfaction. But the present measurement and evaluation system do not meet the needs. The reason lies in two: firstly, the work of measurement of customer satisfaction is seldom actually carried out; secondly, the norms of customer satisfaction measurement cannot keep up with the changes of standard of customer value. Generally speaking, customers pursue the maximum of value with finite searching cost, limited knowledge of product and service, and certain income. Customers will amend their expectation value through consumption experience, which will in turn influence the customer satisfaction and the purchase will of the customers, and finally affects customer loyalty index and sustainable contributions to hotels. To achieve these goals, it is necessary to study the relationship and the influence of customer value and customer satisfaction. By connecting theory with practice, the author sets up the customer value model for hotels, studies the relationship of customer value, customer satisfaction and customer loyalty, and find out ways to improve customer satisfaction in 7 aspects: managing customer expectation, defining customer potential needs, passing experience value, promoting customer value, creating new value curve, performing service remedy, and promoting employee satisfaction. Through customer value, customer satisfaction and Customer loyalty are connected, the sustainable profits of hotels can be anticipated.