The Research On Customer Satisfaction Index Of Five Star-level Hotel In Xin Jiang

Since the reform and opening up,some international hotel Group have entered China to speed up the pace.The domestic high-star hotels will be facing unprecedented competitive pressures and opportunities for development. With the expanding of the high-stars Hotel Group , the mutual competition becomes inereasingly fierce,especially in satisfactory customers on the hotel.Some regions of China high-star hotels already over-supply situation,customers will become more intense competition later.This requires high-star hotels based on customer satisfaction,in-depth digging the source of customer satisfaction and improve customer satisfaction , Which has become a key to winning a competition. Fundamentally,the hotel's purpose is to meet customer needs,from competitive sense,let customer satisfaction,winning customer loyalty,is a modern hotel to meet the challenges of the foundation and premise. Therefore,the hotel all business activities should be around to satisfy customer's need change,how to make customer satisfaction.Take theories as to lead first,generalizing and summarizing the research result of customer satisfaction systematically both at home and abroad.Then combining with the hotel service characteristics,take main five-star hotel in urumqi as the research object , get customer satisfaction , put forward the corresponding countermeasures and remedy of ascension. This paper includes the following aspects:The first chapter of this introduction , elaborated the paper's research background,customer satisfaction studies meaning,study view and exert main theories.The second chapter elaborated customer satisfaction,including the definition of customer,customer satisfaction and customer satisfaction.The third chapter elaborated customer satisfaction model. Include macroscopic model of customer satisfaction and customer satisfaction microscopic model.The fourth chapter elaborated hotel customer satisfaction index system construction.Chapter 5 elaborated star hotel in customer satisfaction model,the empirical analysis, this chapter has selected a few hotels for samples of urumqi by way of questionnaire.The sixth chapter put forward countermeasures to ascend hotel customer satisfaction and remedy.Chapter 7 is conclusion.Customer satisfaction will produce good reputation and learning effect, increase customer loyalty degree,reduce the cost.the hotel also can promote the overall cognitive value and the hotel reputation.but the customer satisfaction is not hotel's objectives. As America's service master bright main purpose is established enterprise profit, the quality is not only the quality target (means of attracting customers service),and customer value is the goal. Only hold customer value this goal,the hotel can translate the satisfactory customer into loyal customers and achieve the long-term profits.