The Study, Based On Customer Satisfaction, High-end Business Hotel Service Environment

As the carrier of service, the servicescape of hotel is the basic for customer satisfaction. From the perspective of customer perception, the study constructs an evaluation system of hotel servicescape, investigates the present performance of hotel servicescape management, examines the correlation between the servicescape and customer satisfaction and repurchase, and discusses the servicescape design and management strategies, through literature review and empirical analysis for luxury business hotels in Taizhou, Zhejiang Province.Five conclusions are driven through empirical analysis. First of all, the evaluation system of hotel servicescape is composed of 11 key factors which are safety functions, socialized surroundings, ambient conditions, general functions, Internet facilities, upholstering levels, symbolic images, atmosphere of culture, spatial layouts, location, and architectures. Secondly, customer demands for function of physical is more exigent than demands for spiritual aesthetics. Thirdly, customers have the lowest satisfaction with formalistic imitations, Internet services and entironment of upholstering materials of luxury hotels in Taizhou. Fourthly, the customer satisfaction can be effectively increased by improving the hotels' socialized surroundings, general functions, Internet facilities and upholstering levels. Finally, the satisfaction and repurchasing desires of customers are influenced by general functions, upholstering levels, Internet facilities, socialized surroundings and symbolic images.Consequently, the factors of hotel servicescape are divided into 'basic factors', 'competitive factors', 'supportive factors' and 'additional factors', and then different strategies of management, including 'condition keeping', 'improvement strengthening', 'moderation concerning' and 'resource transferring', are brought up aiming at the factors above.