Hotel Customer Satisfaction Evaluation System

The thesis aims at making an analytical research on measurement index system of customer satisfaction and the methods applied in hotels in China.On the basis of literature review and an investigation of the actuality of measuring customer satisfaction in many hotels in China,the anthor identify five main existing problems.In order to resolve the problems,the author present a measurement index system,including three dimensions and four layers,and a questionnaire transformed from the system.The author uses SPSS 10.0 for Windows to make a reliability analysis and a regression analysis on the data obtained through a questionnaire survey on hotels customers. The results indicate that the measurement index system is reasonable and applicable for hotels in China.The anthor also starts an empirical research into the methods to apply the system to hotels in China. On the basis of the research,the anthor presents three methods of analyzing the data obtained through customer satisfaction investigation.With the outputs of the foregoing research,the thesis proceeds to bring forward suggestions to help deepgoing the research and apply the measurement index system more efficiently.