Study On The Improvement Of Customer Satisfaction In J Budget Hotel

In the 21 st century,with the development of global budget integration and the rise of China's reform and opening up,China gest rapid economic growth,material gets richer,tremendous changes have taken place in people's life with social progress.Tourism and SME business activities show a booming situation.This development trend has led to a singularity and multi-level development of the hotel industry which has also contributed to the growth of budget hotels.In 1996,JJ-Inn of Shanghai Jinjiang Group was launched as the first budget hotel brand in China,followed by a large wave of hotel brands including 7 Days,Home Inn and Hanting.At present,the development status of budget hotels has the following features: 1.The number of hotels continues to rise rapidly,but the growth rate is declining year by year;2.Consumer and travel industry demand for budget hotels continues to increase;3.The influx of large amounts of funds has led to rapid development and fierce competition in the industry.The result is a problem of falling profits,homogenization,and ambiguity.In order to succeed in the market,it is not enough to attract new customers.Managers should concentrate on retaining existing customers,implement effective customer satisfaction and loyalty strategies,and cultivate and maintain customers' access to budget hotels.Customer perception of the strengths and weaknesses of hotel products greatly affects customer satisfaction.On the other hand,customer satisfaction depends primarily on service quality.Customer satisfaction largely influences whether the customer will stay in the hotel again and the likelihood that customers will recommend the others to stay.With the continuous development of e-commerce,the booking form of budget hotels has changed from traditional telephone booking to e-commerce platform booking,and consequently,more and more commentary information has been generated on the network.Firstly,this paper sorted out the relevant theoretical knowledge of customer satisfaction,service quality,text mining,and analyzed the domestic and foreign research results.Summarize the development and industry status of China's budget hotels.Behind the fierce competition,there are various problems.Taking J Budget hotel as an example,using text mining technology to collect comment data on third-party Hotel Booking platform,getting the factors affecting the customer satisfaction.Unlike previous ways of obtaining relevant information,text mining is more efficient and convenient.According to the high-frequency words obtained,combined with the service quality model and the product characteristics of budget hotel services,a satisfaction enhancement model is proposed.A detailed and more targeted questionnaire is formulated to investigate the hotel customers,verify the factors affecting the service quality(Using SPSS to validate the reliability and validity of the questionnaire).Quantitative analysis of the data to obtain the relevant factors of satisfaction,and make a deep nature analysis of these factors,combined with the relevant theory of MBA knowledge,put forward countermeasures and suggestions to improve satisfaction,break through the bottleneck for the development of budget hotels,enhance the comprehensive competitiveness.