酒店顾客满意度研究模板.doc

毕业设计（论文）题目：广州××大酒店用户满意度研究广州××大酒店用户满意度研究摘要二十一世纪是以服务取胜时代，伴随世界经济全球化，酒店业竞争越加猛烈，酒店产品日趋同质化和消费者消费心理日趋成熟，对酒店经营提出了更高要求，酒店市场已从卖方市场转向买方市场，企业生存基础准则是让用户满意，谁能取悦于用户谁就能赢得市场。本文以广州××大酒店为研究对象，从不一样角度对用户满意度进行分析，分别从酒店本身内部环境探索和用户问卷调查来分析影响用户满意度原因，探讨提升用户满意度对策。本文认为能够从改善硬件和娱乐设施、提升职员满意度、建立用户关系管理体系、提升服务质量这四个方面来考虑实施，以达成提升用户满意度目标，使酒店业绩和竞争力得到提升。关键词：××大酒店；用户满意度；对策ThesurveyoncustomersatisfactionofImperialTradersHotelAbstractThe21centuryistheagewinningwithservice.Withthedevelopmentofeconomicglobalization，thehotelindustryhasbecomemoreandmorecompetitive.ThefactthatgrowinghomogenizationofHotelproductsandincreasinglymatureofconsumer'sconsumptionpsychologyhasmadehigherdemandsonhotelbusiness，andhotelmarkethasshifteditsrolefromaseller'smarkettoabuyer'smarket.Basiccriterionforbusinesstosurvivalissatisfyingcustomers——theonewhocanpleasethecustomercanwinthemarket.ThisthesisregardsImperialTradersHotelastheresearchobjecttoanalyzefactorsaffectingcustomersatisfactionandstudythecountermeasures，fromdifferentpointofviewtoanalyzethecustomersatisfaction，respectivelyowninternalenvironmentofthehotelandcustomers’questionnairesurvey.Asforthecountermeasures，threewayscanbeimplementedtohelphotelsattainthegoalofraisingcustomersatisfactionandenhanceperformanceandcompetitivenessbyimprovingemployeesatisfaction，buildingupamanagementsystemofcustomerrelationshipandprovidingpersonalizedservices.KeyWords:ImperialTradersHotel;customersatisfaction;Countermeasure目录1绪论…………………………………………………………………………………11.1选题依据………………………………………………………………………………11.2文件综述…………………………………………………………………………11.3研究内容和方法…………………………………………………………………32理论综述…………………………………………………………………………………42.1用户满意度概念……………………………………………………………………42.2用户满意度等级划分………………………………………………………………43广州××大酒店用户满意度现实状况分析…………………………………………………63.1广州××大酒店企业介绍…………………………………………………63.2广州××大酒店用户满意度调查实证分析…………………………………………74广州××大酒店用户满意度反应问题………………………………………………134.1用户需求不停提升……………………………………………………………134.2酒店内部服务质量不到位………………………………………………………134.3酒店外部竞争猛烈……………………………………………………………145广州××大酒店提升用户满意度策略…………………………………………155.1改善酒店设施及价格…………………………………………………………155