The Relation Between Brand Experience And Customer Satisfaction In The Destination Hotels

With the increasingly specified segmentation of hotel markets and the upgrading of customer demand, a new format called "destination hotel" has emerged. This kind of hotels has something in common with traditional ones:they themselves are attractive to consumers. Compared to the ordinary hotels, they are distinct with different characteristics. Similarly, their customers’perceptions also differ. Therefore, this paper researches the relation between brand experience, customer perceived value and customers satisfaction in the term of destination hotels. Accordingly, some suggestions are proposed to effectively enhance customers’satisfaction and to guide and promote the sustainable development in the fields of destination hotels.On the basis of the existing theory of brand experience, customer perceived value and customer satisfaction, this paper conducts a series of literature review and field research combined with the characteristics of the destination hotels. By questionnaire and data analysis, four conclusions are obtained as follows:①booming of destination hotels is a new trend which can attract customers to leave their home to enjoy a temporary residence;②The needs of customers for destination hotels differ from the ordinary hotel customers’;③Among five dimensions of brand experience, related experience poses the most significant impact on customer perceived value, while thinking experience has the least;④The result of research varies due to the different demographic characteristics. Finally, some suggestions to improve customer satisfaction are provided according to the conclusions.