A Comparison Research On Shanghai Hotel Attributes To Customer Satisfaction

In recent years,affected by the economic environment and policy situation,China’s hotel industry is confronted with the new trend of industry transformation and upgrading.Shanghai hotel industry with the characteristic of early start,long history and solid foundation,has been favored by the international hotel group and the local hotel.Shanghai hotel industry has maintained a leading position in the domestic hotel industry for a long term.However,the hotel industry has gradually entered the era of meager profit.Thus,enhancing core competitiveness and operating performance has become a chanllenge of the industry.Keeping up with changes in market demand,maintain and enhance customer satisfaction has become a prerequisite for sustainable management of the hotel.Based on the online review of Dianping.com,the study focus on the influencing factors of hotel customer satisfaction in Shanghai.This article used the binomial test to analyze the differences in factors affecting customer satisfaction between the high star hotels and middle-low star hotels.Next,this paper makes a deeper analysis of the location factors,and concludes the specific location factors that attacted the most attention by customers of the high star hotels and low star hotels.Finally,this paper analyzes the correlation between the various factors and the influencing factors are divided into six categories by multi-dimensional scaling analysis.The results show that the influencing factors of different grades of hotel has obvious difference,different from the high importance of service,catering,decoration and facilities to high star hotel,low star hotel should improve the hotel health and sound basic condition.As for the location factors,low star hotel customers pay more attention to the subway,train station,and high star hotel customers pay more attention to the airport;low star hotel customers are more concerned about the attraction factor,high star hotels and customers are more concerned about supporting commercial and leisure factors.Finally,this paper classifies the influencing factors of hotel customer satisfaction into six categories:hotel environment and service,hotel indoor facilities,hotel outdoor facilities,additional services,perceiving quality and hotel management.This paper aims to make some contribution from two aspects of theory and practice.In the perspective of practice,the paper provide reference for the management of different types of hotel.In the perspective of theory,it provides new perspective and methods of current customer satisfaction theory.