Research On The Influence Of Response To Complaints At Hotel On Customer Satisfaction

Providing perfect product and service for customers and satisfing them is the task of hotel naturally. However, mistakes of service are inevitable. Along with the soaring increase of the hotel's quantity, the quality of service and the management level problems have emerged, complaints about the hotel was in a certain trend of escalation. Therefore, whether we could response to the customers'complaints effectively, is the key factor of retrieving the customer and enhancing their satisfaction.This article is based on reviewing and reorganizing the correlation theories of customers'complaints, combining the characteristic of our country's hotel industry, a theoretical model of the influence of response to complaints about the hotel to customer satisfaction has been established, and corresponding research assumptions have been proposed. The masterstroke of this article is the research of the connection of the mode about the response to customers'complaints, the customers'sensation of fairness, and the customers'satisfaction, and the influence of the customers'complaining type and the mistake gravity to the customer satisfactory has also been taken into consideration. In allusion to the present condition, the responses to customers'complaints are based on experiences, lacking of the theoretical instruction. This article has used a great deal of analysis methods, for instance, the factor analysis, the regression analysis, the variance analysis, the descriptive statistical analysis and so on. Through the theory reorganization and the statistical analysis, a quantification conclusion has been proposed after the empirical analysis, which has provided the theory and the empirical reference for hotel's implementation of complaints'responses.The research results indicated: The mode which response to the complaint has significance difference influence to the customer satisfaction, and so do the three dimensions of fairness sensation. The type of service mistake has non-significance influence to the customer satisfaction, and so does the mistake gravity. In allusion to the research result, this article proposed the related suggestions to the response to customers'complaints, as well as the limitation and further development of the article.