The Empirical Research Of Impact Of The Customer’s Satisfaction By The Economy Hotel Grade Of Service Based On Multiple Level Service Quality Model

As the number of economy hotel increase, economy hotel crazy for market resources.For a long time, economy hotels mainly lower the price to attract customers, but because of their limited profits, this price-cut way eventually led to the price convergence and no apparent ascension in their market share. Then, economy hotel begin to adopt the way of riching their own service projects and improving the service quality to promote the customers’ satisfaction, and further increase the hotel occupancy rate.The customer’s attention to the hotel service quality make today’s economy hotel all-out pursuit service diversification to improve their service level. But because of this and their limited resources, they always can not concern to all service items of service quality and ignore the many important dimensions of the service quality, and eventually led to the customer complaints, this is a common phenomenon and it is because of economy hotel’s limited resources and profit. So it can’t like star hotel that provides the omni-directional service for the customer, at this moment, it is necessary to divided the quality of servicer,.service quality need to be divided into multiple dimensions, and then measured the relationship between each dimension of service quality and customer satisfaction, to measure which service quality dimensions is the one which customer pay most attention to, and then use the limited resources to perfect the key service quality dimensions, maximum the satisfaction of customer to economy hotel.So this paper based on multi-level service quality model, combined with the inherent characteristics of economy hotel, refining the nine dimensions of economy hotel service quality, respectively attitude factors and behavioral factors, professional factors, environmental factors, design factor, social factor, tangibles factors, wait for factors, reservation factors.Then measure the correlation between the nine dimensions and customer satisfaction, and order these according the result to get which dimension of service quality can mostly affect customer satisfaction. Finally, acording to the conclusion provide advice to economy hotel. The main idea of this paper is as follows:first, through reading and consulting a large number of literature, this paper summarized the research background, research significance, research methods and the basic research conception. Secondly after summarizing the previous research of service quality and customer satisfaction, this paper puts forward the research topics and innovation point; third, based on many levels service quality model this paper extracts overall service quality to the nine key dimensions, and get the data which is through the method of the questionnaire survey, verify hypothesis and analysis the correlation of9dimensions of the service quality and customer satisfaction.Finally get conclusions and Suggestions of the text.