Study On The Relations Of Customer Perceived Value, Satisfaction And Loyalty Of Economy Hotel

With the rapid development of our country's economy, business activities between enterprises become frequently, also the tourist market in our country is booming.A new hotel state-economic hotel has catered to the new customer demand.It has been supposed to have great development potential and has become the hot spot of enterprise's investment. As the economy hotel market continues grow, the competition among economic hotels is becoming more intense.In order to abtain sustainable competitive advangtage, the economic hotels have engaged in a fierce battle for customer resources.Creating outstanding value for customer and satifying them and helping them transfer to loyal customers have been hotels'advangtageous weapons.Taking present status of economic hotel market in our country as background and in the base of generalizing and analyzing the scholars'theories about customer percieved value,customer satisfaction and customer loyalty, this thesis constructs the evaluation checklist of customer perceived value.Meanwhile this paper reaseaches the relationship among customer perceived value, customer statisfaction and loyalty and put forward interrelated hypotheses. The data was collected by Interview and Questionnaire survey. SPSS16.0 statistical analysis software has been used to analysis the data and.verify the hypotheses. The analysis conclusions are as follows:1. The customer perceived value of economy hotel contains five aspects which can be defined as core services, brand image, the hardware quality, accessibility and price;2. The research has confirmed the significance difference between the customer expected valut and customer perceived value. And, the expected is higher than the perceived obviously.3. In customer perceived value, customer satisfaction and customer loyalty, there are significance difference between different tourists.4. Customer perceived value can influence customer satisfaction and customer loyalty positively and significantly. Tourist perceived amusement quality can influence tourist satisfaction and revisiting intention positively and significantly.Also customer satisfaction has a significantly positive influence on customer loyalty.