摘 要
本文旨在探究酒店客户满意度对再次购买意愿的影响以及酒店客户满意度的优化策略。在研究背景和意义部分介绍了客户满意度在服务业中的重要性，并针对酒店行业的特点阐明了研究目的和问题，同时明确了研究范围和方法。在文献综述中，本文通过对客户满意度、服务质量和客户体验的概念进行论述，为后续的研究奠定了理论基础。在酒店客户满意度对再次购买意愿的影响部分，本文探讨了酒店客户满意度在酒店客房设施和硬件设备、服务质量和环境卫生等方面的影响，并通过相关研究结论提供了支持。在酒店客户满意度优化策略部分，本文提出了酒店服务过程中的关键要素、酒店客户投诉处理的策略和酒店客户关系管理的策略三个方面的优化路径。通过研究，本文发现酒店客户满意度对再次购买意愿有着巨大的影响，在提高酒店客户满意度方面，酒店应该全面优化服务质量，提高环境卫生水平，并在客户投诉处理和客户关系管理方面加强。本文提出的相关优化策略可以为酒店提升客户满意度的同时提高再次购买意愿，促进酒店经营的持续稳定发展。
关键词：酒店客户满意度、服务质量、客户体验
Abstract
This paper aims to explore the influence of hotel customer satisfaction on the intention to buy again and the optimization strategy of hotel customer satisfaction. In the part of research background and significance, the importance of customer satisfaction in the service industry is introduced, and according to the characteristics of the hotel industry, the purpose and problems of the research are clarified, and the research scope and methods are defined. In the literature review, this paper discusses the concepts of customer satisfaction, service quality and customer experience, which lays a theoretical foundation for the subsequent research. In the part of the influence of hotel customer satisfaction on repurchase intention, this paper discusses the influence of hotel customer satisfaction on hotel room facilities and hardware equipment, service quality and environmental sanitation, and provides support through relevant research conclusions. In the hotel customer satisfaction optimization strategy part, this paper puts forward the key elements in the process of hotel service, the hotel customer complaint handling strategy and the hotel customer relationship management strategy three aspects of the optimization path. Through the research, this paper found that the hotel customer satisfaction has a huge impact on the intention to buy again, in improving the hotel customer satisfaction, the hotel should optimize the service quality, improve the level of environmental health, and strengthen the customer complaint handling and customer relationship management. The relevant optimization strategies proposed in this paper can improve customer satisfaction for the hotel while improving the willingness to buy again, and promote the sustainable and stable development of hotel management.
Keyword:Hotel customer satisfaction, service quality, customer experience
目 录
1. 绪论 1
1.1 研究背景与意义 1
1.2 研究目的和问题 1
1.3 研究范围和方法 1
2. 文献综述与理论依据 2
2.1 客户满意度的概念 2
2.2 服务质量的维度 2
2.3 客户体验的概念 2
3. 酒店客户满意度对再次购买意愿的影响 4
3.1 酒店客房设施和硬件设备的影响 4
3.2 酒店服务质量的影响 4
3.3 酒店环境卫生的影响 4
4. 酒店客户满意度优化策略 6
4.1 酒店服务过程中的关键要素 6
4.2 酒店客户投诉处理的策略 6
4.3 酒店客户关系管理的策略 7
结 论 8
参考文献 9
致 谢 10
本文旨在探究酒店客户满意度对再次购买意愿的影响以及酒店客户满意度的优化策略。在研究背景和意义部分介绍了客户满意度在服务业中的重要性，并针对酒店行业的特点阐明了研究目的和问题，同时明确了研究范围和方法。在文献综述中，本文通过对客户满意度、服务质量和客户体验的概念进行论述，为后续的研究奠定了理论基础。在酒店客户满意度对再次购买意愿的影响部分，本文探讨了酒店客户满意度在酒店客房设施和硬件设备、服务质量和环境卫生等方面的影响，并通过相关研究结论提供了支持。在酒店客户满意度优化策略部分，本文提出了酒店服务过程中的关键要素、酒店客户投诉处理的策略和酒店客户关系管理的策略三个方面的优化路径。通过研究，本文发现酒店客户满意度对再次购买意愿有着巨大的影响，在提高酒店客户满意度方面，酒店应该全面优化服务质量，提高环境卫生水平，并在客户投诉处理和客户关系管理方面加强。本文提出的相关优化策略可以为酒店提升客户满意度的同时提高再次购买意愿，促进酒店经营的持续稳定发展。
关键词：酒店客户满意度、服务质量、客户体验
Abstract
This paper aims to explore the influence of hotel customer satisfaction on the intention to buy again and the optimization strategy of hotel customer satisfaction. In the part of research background and significance, the importance of customer satisfaction in the service industry is introduced, and according to the characteristics of the hotel industry, the purpose and problems of the research are clarified, and the research scope and methods are defined. In the literature review, this paper discusses the concepts of customer satisfaction, service quality and customer experience, which lays a theoretical foundation for the subsequent research. In the part of the influence of hotel customer satisfaction on repurchase intention, this paper discusses the influence of hotel customer satisfaction on hotel room facilities and hardware equipment, service quality and environmental sanitation, and provides support through relevant research conclusions. In the hotel customer satisfaction optimization strategy part, this paper puts forward the key elements in the process of hotel service, the hotel customer complaint handling strategy and the hotel customer relationship management strategy three aspects of the optimization path. Through the research, this paper found that the hotel customer satisfaction has a huge impact on the intention to buy again, in improving the hotel customer satisfaction, the hotel should optimize the service quality, improve the level of environmental health, and strengthen the customer complaint handling and customer relationship management. The relevant optimization strategies proposed in this paper can improve customer satisfaction for the hotel while improving the willingness to buy again, and promote the sustainable and stable development of hotel management.
Keyword:Hotel customer satisfaction, service quality, customer experience
目 录
1. 绪论 1
1.1 研究背景与意义 1
1.2 研究目的和问题 1
1.3 研究范围和方法 1
2. 文献综述与理论依据 2
2.1 客户满意度的概念 2
2.2 服务质量的维度 2
2.3 客户体验的概念 2
3. 酒店客户满意度对再次购买意愿的影响 4
3.1 酒店客房设施和硬件设备的影响 4
3.2 酒店服务质量的影响 4
3.3 酒店环境卫生的影响 4
4. 酒店客户满意度优化策略 6
4.1 酒店服务过程中的关键要素 6
4.2 酒店客户投诉处理的策略 6
4.3 酒店客户关系管理的策略 7
结 论 8
参考文献 9
致 谢 10
