饭店顾客满意度与忠诚度之间的关系研究

Research on Relationship between Hotel Customer Satisfaction Index and Customer Loyalty Index

目前,很多饭店往往只重视顾客满意度的研究与调查,盲目追逐顾客满意度的提升,而忽略了顾客满意度和忠诚度之间的联系和区别。其实,只有忠诚的顾客才能给饭店带来持久的利润,饭店只有深刻把握顾客满意度和忠诚度之间的微妙关系,才能准确预测顾客未来的消费趋势。

Many hotels only attach importance to investigating customer satisfaction index, seeking after improving customer satisfaction blindly, ignoring the connection and difference between customer satisfaction index and customer loyalty index, only loyal customer can bring hotel lasting profit. Hotel should grasp the relationship, predict the future way of customer accurately.