Study On The Improvement Of Service Quality Of Guidou Hotel In Dezhou Based On Customer Satisfaction

Faced with an increasingly competitive hotel market,having a high level of service quality and high customer satisfaction has become the fundamental in the starred hotel 's existence.This requires that the hotel must be customer-oriented and take hotel profits as its focus,and provide quality,efficient,standard and personalized service measures to meet the constantly changing customer service needs.This article analyzes the service quality problems of Guidu Hotel in Dezhou from the perspective of customer satisfaction and perceived service,and proposed the corresponding solutions.Firstly,the research status of customer satisfaction,perceived service quality and service remedy at domestic and overseas are introduced,which forms the theoretical basis for this paper.Then we introduced the economic development level of Dezhou and the status of the service flow of the Guidu Hotel in Dezhou,and analyzes the main factors which affected the customer satisfaction and service quality in the front office,catering department,and guest room.Then,based on the theoretical basis and the influencing factors of hotel service quality,construct a satisfaction evaluation model,design a survey questionnaire,and conduct the verification analysis.After collecting questionnaires,we calculated the customer satisfaction of Guidu Hotel,confirmed the key factors of customer satisfaction evaluation and the shortcomings of service quality.We think that Guidu Hotel as a four-star hotel is a high-end hotel in Dezhou.However,compared with the star-rated hotels in the developed areas,there is space for further improvement in service level,staff construction,hardware construction and the degree of informatization.Finally,according to the results of satisfaction analysis and customer survey questionnaires,we provide suggestions for the improvement of the service quality of Guidu Hotel.The recommendations mainly include:perfecting and upgrading hotel infrastructure,maintaining existing facilities in a timely manner,improving comfort,increasing hotel technology content,and improving users' experience;strengthening and improving the management of hotel staff,playing a role of assessment leverage,and supervising service personnel in accordance with regulations.Strengthen employees' training,improve the overall quality of employees;innovate and improve hotel products and services,on the one hand,provide standardized services,on the other hand,provide personalized services according to different customer needs.I have them when they don't.I have better one when they just have the common one.I have the particular one when they have the good one.Improve and apply the hotel information system,establish and improve the hotel's intelligent information system,and actively carry out intelligent control system about energy,collect the guest history data and data analysis.