Research On Customer Satisfaction Evaluation And Enhancement Scheme Of Luxury Hotel

The world of luxury is constantly evolving and along with this,guests’ consumption behaviors and their needs and wants also change as well.Fierce competition begins with the continuously expanding luxury hotel brands in domestic market.Compare with middle and upper-scale hotels,luxury hotels differ in making guests enjoy hyper-personalized luxury,experiential luxury,self-actualizing luxury and technological on-demand luxury.But in recent years,in addition to hardware facilities,luxury hotels have homogenized products and services,with a lack of personalized experience,and do not reflect the differences with middle and upper-scale hotel.The overall guests satisfaction is moderately low.Besides that,the existing system indicators of guest satisfaction are traditional and incomprehensive.Therefore,it is of great significance to study customer satisfaction of luxury hotel,to explore luxury consumption and guest needs— proactively adapt how we deliver to the guests.In the meantime,during COVID-19 period,delivering exceptional experiences in a clean and safe environment will be critical to fulfill hotel brand commitment and enhance brand competitiveness.This thesis takes Inter Continental Tianjin Hotel as the research object,which is typically and effectively represent the current domestic luxury hotel service.First of all,based on the American Customer Satisfaction Index,this article studies luxury consumption as examining the current trends in the ever-evolving world of luxury and the features of luxury hotels,and build a customer satisfaction evaluation model of luxury hotel by considering the deficiencies of the current satisfaction evaluation system,the “perceived quality” variable is measured through the four dimensions of service,atmosphere,cultural and technology perception,which enable guests to make a more comprehensive evaluation of luxury hotel experiences.Secondly,this study takes Inter Continental Tianjin hotel as an example to collect data by questionnaire method,and uses SPSS and AMOS analysis software to process the data in the test of the reliability and validity of questionnaire,the model fit of SEM.Moreover,by using the structural equation model in empirical analysis,it comes to the result of good model fit in the Intercontinental Tianjin customer satisfaction model and defines the impact degree of satisfaction factors.Meanwhile,this research finds the guests with different staying experiences show significant differences in customer expectations and perceived value.Finally,satisfaction-importance matrix analysis is used to identify what matters most to today’s luxury hotel consumers and proposes practical improvement schemes.