The Study On Customer Satisfaction Index Of Haerbin’s Economy Hotel Based On Customer Delivered Value

With the rapid development of our country, people’s living standards continue to improve domestic tourism market is increasingly popular budget hotels format this new hotel caters to the needs of consumers, by consumers. Cina’s economy hotel market has grown, so the more intense competition in the hotel industry, in order to ensure its long-term sustainability of the development and stability of the source, Only by standing at the customer’s perspective in mind, and fully understand their needs, business can only win customer loyalty, and generate an endless stream of profits.For a economy hotel, Harbin lack of objective, effective and comprehensive evaluation of customer satisfaction evaluation system. In view of above situation, had determined the research logical frame is:firstly, research Harbin economy hotel customer satisfaction; secondly, established evaluation index structure based evaluation system based on customer delivered value theory as well as to build the basis of the evaluation system; thirdly, establish evaluation index system, and modeling evaluation Harbin budget hotel customer satisfaction; Finally, according to the results of the evaluation of the proposed recommendations to improve customer satisfaction.This dissertation analyzes haerbin’s economy hotel’s present administration situation according to the existing research foundation, including haerbin’s economy hotel’s scale, spatial layout and price positioning analysis,and according to Customer Delivered value analysis establish a system of customer satisfaction,then, conducts the research to haerbin’s economy hotel’s customer satisfaction evaluation from the aspects of the Customer Delivered value’s eight integrant, namely as the produet value, image value, serviee value, personnel value and monetary cost, time cost, the spiritof cost, the physieal cost. Build customer satisfaction measurement model of budget hotels in Harbin, according to the survey, evaluation, and eventually come to Harbin budget hotel customer satisfaction survey results. Based on this, Carry out the elements of comparative analysis of proposed budget haerbin’s economy hotel’s problem,and then dissertation proposes the strategy to enhance the customer satisfaction for haerbin’s economy hotel, with a view to provide some reference to improve haerbin’s economy hotels’customer satisfaction.