Research On Comprehensive Customer Satisfaction Of New Century Grand Hotel Beijing

Domestic business travel market has entered a period of rapid development. New business hotel has gradually entered the market and began to compete with traditional business ones. Compared to the leisure customers, business guests pay more attention to the hotel’s facilities, services, location rather than price.Meanwhile, online reviews of hotels are getting explosive growth due to the development of the Internet in particular mobile web. The age of big data makes enterprises lay more emphysis on how to make use of the data in a much more scientific way, provide an important guidence for the hotel manager’s decisions and guidance etc. High-star hotel’s facing greater competition shows that luxury business hotel customer comprehensive satisfaction should be paid more attention.The author trys to make use of BRANDWISDOM.CN,a domestic famous hotel online reviews collecting platform,based on the Theory of Expectation Discomfirmation as well as Utility Theory,to develop a model of comprehensive customer satification under the way of AHP-FCE method. And this paper also make comparison between external competitors’CS and the CS,between internal quality control index with the index in the CS model.after the research,the author finds that New Century Grand Hotel Beijing got a high score from the online reviews of brandwisdom.cn,which means customers felt very satisfied with this hotel. While, the hotel should modify its QC index which were set up in the back system of brandwisdom.cn due to the huge differences between the QC index and CS model index. Finally, the author trys to give some advices for New Century Grand Hotel Beijing,like improve the airconditionor system and prices etc.Also,managers of the hotel can get more loyal customers and do better marketing and operation works by making full use of hotel online reviews.