Research Of Luxury Hotel Customer Expectation, Customer Satisfaction, And Customer Loyalty

With the increase of residents’income and improve the economic status, China’s hotel industry is constantly maturing, the Chinese market is becoming the international hotel group’s major strategic location. With China’s increasingly fierce competition in the hotel industry, improving customer satisfaction is playing a key role in luxury hotel company’scompetition. This paper use empirical researchto explore the relationship of customer expectation, customer satisfaction and repurchase intention. This research can provide information for luxury hotels to integrate resources and develop appropriate business strategy to win a greater source market.Firstly, the paper defines the concept of luxury hotel, which is considered to be rated as five-star hotels or hotels whose facility and quality of service is at the same levels of five-star hotel standard.Secondly, the paper reviews the theory and literature of customer expectations, customer satisfaction and customer loyalty and to summarize the innovation and inadequate of the researchfrom the aspects of research contents, research methods, which obtaining the information and content lays a good foundationof this paper.Thirdly, the paper is based on mentioned above luxury hotel customer expectations, customer satisfaction and customer loyalty theory review and theoretical model. According to the basic principles of questionnaire design, the paper choosesto Starwood hotel guestsas the specific research object, began to design questionnaire and data collection. SPSS19.0 software is used to analyze the collected data. The reliability test and validity test results meet the standards for further analysis.Fourthly, the paper uses correlation analysis and regression analysis method, to discover the relationship of customer expectations, customer satisfaction and customer loyalty. This paper analyzes the relations among customers in different nationality, gender, age and SPG tier, and compares the differences, in order to make a summary of preferences and consumption habitsin different groups.Finally, through the study of this article and based on the relationship of luxury hotel customer expectations, customer satisfaction and customer loyalty, the author puts forward some countermeasures and suggestions combined with current situation of luxury hotels, hoping to provide help and reference to luxury hotel operation and management.