Research On Evaluation System Of Customer Satisfaction For Four-Star Hotels In Shenyang

The thesis uses the theory as guide, to summarize the research fruitful results home and abroad about customer satisfactory systematically. This paper, based on the previous research about the influencing factor of customer satisfaction, combined with literature research and expert opinions, is to design and send out the initial questionnaire according to the basic framework of customers’ degree of satisfaction index system. This article selects the shenhe district a four-star hotel as the initial questionnaire test sample early.100questionnaires were issued, effective recovery rate is81%.The questionnaires are collected and summarized. It’s to eliminate not indexes related to the index by applying SPSS17.0software of P value method and Pearson two kinds of project analysis method to analysis. Then, it’s to analysis the questionnaire by applying factor analysis and correlation analysis to validation of assessment index system of reasonable applicability, eventually forming a formal questionnaire. Common degrees percentage method is used to calculate the formal questionnaire at all levels of the index weight. Then, Cronbach’s a reliability coefficient method is used to analysis for formal questionnaire’s reliability. The factor analysis is used to examined formal questionnaire’s validity. final formal questionnaire of rationality. Finally, the paper make sure the formal questionnaire of rationality.This paper, from the four-star hotel the influence factors of customer satisfaction to the point of view, carry on the questionnaire survey four-star hotels of Shenyang. At present, there are21four-star hotels in shenyang. They are distributed of the five administrative region in shenyang, namely the ShenHe, HePing, DaDong, HuangGu, TieXi, respectively for7,7,1,4,2. There are selected five representative four-star hotels as survey samples, namely Shenyang Gloria Plaza Hotel, Shenyang Holiday Hotel, Royal Fortune, Phoenix Hotel, Shenyang Civil Aviation Hotel. Each sample is conducted a random survey by distributed100questionnaires. It’s to identify8key indicators and comprehensive evaluation of the rationality of the evaluation system by applying SPSS17.0statistical analysis software to the principal component analysis.Finally, the paper tests the results of the empirical analysis according to the need of quality and quantity management Four-Star Hotels in Shenyang China, as well as corresponding strategy aimed at how to promote the customer satisfaction.