Research On The Influencing Factors Of Hotel Customer Experience

With the advent of the experience economy, hotel customer’s consumption ischanged. They are no longer satisfied with more material products, but more andmore emphasis on the spirit and social pleasure when they purchase and consume.Tens of thousands Star hotels in China (more than660five Star Hotels to2012) haveshape large market scale. But competition of hotel industry is still at a low level, theoperation don’t assort with overall development of the industry. Therefore theresearch on influencing factors of hotel customer experience has a strong guidingmeaning. For the new spending habits and customers’ perception to hotel, thetheoretical study lags the development of practice and the empirical research is fewfor hotel. The goal of this paper is to deep mining the factors of influencing customerexperience, in order to guide the hotel how to reform and make innovations and showitself.On the basis of absorbing and drawing lessons from domestic and foreignresearch results and practical experience, this paper sorts out customer experiencetheory、customer experiential influencing factors、hotel customer experience theory.This paper studies influencing factors of customer experience from two perspectivesof situational factors and customers factor, constructing the influencing factor modelof hotel customer experience.This paper chooses Xiamen’ Le Meridien hotel、Marco Polo hotel、Nikko hotel、Westin hotel、Mandarin hotel、Millennium Harbourview hotel as object of study. Thispaper suggests that hotel environment, hotel services, hotel atmosphere, hotel product,hotel price, hotel service brand mainly influence hotel customer experience, andcustomers’ demographic characteristics、hotel experience、the frequency of consumption. This paper firstly introduces the service brand factors, to promotethe healthy development of the hotel from a higher level.For one thing this paper finds that hotel environment、hotel services、hotelatmosphere、hotel product、hotel price、hotel service brand all influence hotelcustomer experience, important degree as follow: hotel service brand、 hotelenvironment、hotel product、hotel services、hotel price、hotel atmosphere. For another,the differences of customer’s experience perception mainly come from sex、age、education、occupation、income and hotel experience. This paper main goal is toconstruct the influencing factor model of hotel customer experience, showing thatservice brand has the greatest impact on hotel customer influence.This paper doesn’t analysis the customer experience on the different culturebackground because of limited time and resources and only confines on Xianmen’sStars Hotel. So studying different type hotel and different field are further directionand expansion.