Research Of Customer’s Experience On Satisfaction And Loyalty In Hainan Homestay Inn

In recent years,rural tourism has become a new hot spot.As an important part of rural tourism,Homestay inn has also ushered to a new market.Improving customers’ satisfaction experience on Homestay inn service quality is the fundamental way to achieve Homestay inn’s sustainable development.With people’s yearning for a better life,There are significant changes on consumer preferences,budget and consumption choices.Under the circumstances for oversupplying of tourist beds in Hainan in present time,It is a worthy study that how to ensure customer’s knowing on Hainan Homestay inn name&Brand and the willing to choose or choose again;how to improve customer satisfaction with the service quality of Homestay inn,how to improve the construction level of Homestay inn.Based on the expectation difference theory,consumer behavior theory and farmers’ behavior theory,this study uses the methods of literature research,questionnaire survey,interview and quantitative research which studying the service quality level of Homestay inn in Hainan from the perspective of customer experience.According to the ACSI model,this study carries out research on four aspects:(1)the hypothesis relationship between customer expectation and perceived quality,customer expectation and perceived value,customer expectation and customer satisfaction.(2)The hypothesis relationship betweenperceived quality and perceived value,perceived quality and customer satisfaction;(3)The hypothesis relationship between perceived value and customer satisfaction,customer satisfaction and loyalty;(4)The hypothesis relationship between customer satisfaction and complaint,customer satisfaction and loyalty.Finally we got the results as following:(1)The positive effect of the hypothesis relationship between customer expectation and customer satisfaction,customer expectation and perceived value are not valid,he effect of the hypothesis relationship between customer expectation and perceived value are valid.(2)The positive effect of the hypothesis relationship between perceived quality and perceived value,perceived quality and customer satisfaction are both valid.(3)The positive effect of the hypothesis relationship between perceived value and customer satisfaction,customer satisfaction and loyalty.(4)The negative effect of the hypothesis relationship between customer satisfaction and complaint,complaint and loyalty are both valid.According to the research results,this paper are giving three aspects advices on improving the service quality of Hainan B & B: the advices on customer expectation,perceived quality and complaint which promoting the service quality satisfaction of Hainan Homestay inn.The innovation and significance of this study are as follows: firstly,from the perspective of customers that can provides the first-hand survey data for the service quality of Hainan B & B;Secondly,With the combined with data analysis that people can pushes the improvement of Hainan Homestay inn service quality and promotes the construction of comprehensive competitiveness.At the same time,this study also takes the customer’s perspective as the benchmark,Then based on ACSI theoretical model,The results can be provided as useful reference for future researchers.