A Research Of Budget Hotel Service Ability From Perspective Of Customer Experience

Service industry is an important symbol of measuring a nation’s economic development level in modern society.With the accelerated pace of world economic globalization, service is more and more important in social economy, and has become the dominant factor of production. Especially "E-era" has come, customer experience’s important significance to service also becomes apparent. Service ability which is hard to describe and imitate, so to be copied or stolen, is considered to be the basis and source of the core competitiveness. So this dissertation tries to considerate both internal and external two angle of the service enterprise,from the customer experience to search the formation and promotion strategy of service ability.At present, most hotel service research in academia focused on how to achieve rigid quality standards, and often pursued the acme of perfection, while research on service ability is very rare yet. However, budget hotels only provide limited service, and the cost is very limited, so copying standards or emulating five-star hotels mechanically can’t help them to raise the service level in fact. Especially budget hotel is an important component in Chinese hotel industry, and it’s a key stage of this industry, so exploring a set of suitable service measures for budget hotels is imperative. This research was set up just because of realizing this phenomenon.This dissertation, based on the above mentioned, discusses the relationship between customer experience and service ability of budget hotels, in a quantitative and qualitative combined way, from the positive analysis perspective. Firstly, this dissertation discusses the contents of customer experience and service ability of budget hotels, the same as service ability affecting customer experience process, and gets the service ability and customer experience model with qualitative analysis. Then, checking the model with path analysis in terms of quantitative to modify the result of qualitative research, and recruit research consequence. We have organized this dissertation into five chapters.Chapter1puts the main issue of this research forward, expounded the status of the related theories, then explained the necessity, meaning, research purposes, and framework of this research.Chapter2reviews the current literature on customer experience, service ability, and the relationship between them.Chapter3is qualitative research making customer experience of budget hotels as the object of study. Through the open coding、axial coding and selective coding on the materials, it sums up the main categorise, core category and story line, then got the initial theoretical model of relationship between customer experience and service ability in budget hotels.Chapter4is quantitative research making service ability of budget hotels as the object of study. This section uses SPSS18.0and LISREL8.7to do reliability analysis、confirmatory factor analysis、descriptive statistics analysis、correlation analysis and path analysis, based on the questionnaire survey of customer experience and service ability of budget hotels, exploring the correlation between customer experience and service ability of budget hotels, then checking the initial theoretical model and assumptions.Chapter5, draws a conclusion of this dissertation, gave advice, illuminated the limitation and forecasted.In brief, this dissertation discussed the composition of the service ability in customer experience perspective with a quantitative and qualitative combined way. Qualitative research provided factual details for the effect of service ability to customer experience on the Micro-level. At the same time, quantitative analysis checked the initial theoretical model scientifically and systematically which acquired from qualitative research. The two different research paradigms mutual complemented and approved service ability affects customer experience evidently. However, based on the various aspects of restriction, there are still limitations in this research and lots of work to be done by the follow-up researches.