The Study Of Influencing Factors Of Hot Spring Hotels Customer Experience

Under the general situation of experiencing economy, the springs hotel industry faces the difficult task of managing the experience of its customers. Under this competitive environment , hotels should pay enough attention to the customer experience in order to achieve a sustainable competitive advantage and obtain higher economic worth. Hot spring hotel is a kind of hotel which operates around a certain theme of the human health. The key to manage a successful hot spring hotel is to provide a perfect and unforgettable experience for customers. In the paper , from the perspective of customer experience , the author try to construct an appraising indicator system of spring hotel customers , to find some ideas and countermeasures for the customer experience of hot spring hotels.First of all, the paper reviews the current literature on experience, the hot spring hotel and the influencing factors . On the basis of literature , hypothesis and reasonable questionnaires are brought forward. Then, based on data from the questionnaire survey and data analysis , including descriptive statistics, factor analysis , ANOVA, Regression , Paired-Sample T Test and IPA, the paper test research hypothesis and construct the research model and comes to six main conclusion as follows:Firstly, the customers of hot spring hotels are mainly young and middle-aged guests with higher education background and occupation major in teacher, officer, businessman and special technology worker. Secondly, the appraising indicator system of experience influencing factors for hot spring hotels which is composed 6 dimensions namely the environment and atmosphere in hot spring hotel , the hot spring resource, high standard SPA treatment , suitable diets and comfortable accommodations, the hotel service , the hotel activitics and ancillary facilities .Thirdly, the accommodation experience of customers affects the appraisal of the importance of experience influencing factors. Fourthly, form the perspective of customers, the rank of importance of six dimensions are the hotel activitics and ancillary facilities , high standard SPA treatment, the hotel service , the environment and atmosphere in hot spring hotel , suitable diets and comfortable accommodations and the hotel service and the hot spring resource. Fifthly, through IPA, it finds the gap between customer expectation and perception of the customers experience in hot spring hotels. The hot spring hotels should make endeavor to change including 'concentrate here' , 'keep up the good work' , 'low priority' , 'possible overkill' .Finally, the paper proposes the operation countermeasures about customer experience management in the hot spring hotel in the city of Chenzhou , Hunan , from the view of the 6 dimensions of experience influencing factors including in the regression model.