基于顾客感知的酒店客房安全满意度影响因素研究

A Study on the Influencing Factors of Hotel Room's Security Satisfaction Based on Customer Perception

通过对基于顾客感知的国内星级酒店客房安全满意度调查数据的统计分析和定性的理论探讨,初步确定了影响酒店客房安全顾客满意度水平的八个因素,按相关程度依次是酒店等级、行业管理机构监管力度、酒店营业年数、酒店细节服务意识、酒店类型、当地酒店业发展水平、当地治安水平和酒店规模。并结合研究结果对提高酒店客房安全管理水平提出相关建议。

This article, through the statistical analysis and qualitative study of the domestic star hotel room security satisfaction based on customer perception, preliminarily determined eight factors of influencing customer satisfaction level. According to the relative degree, they are the hotel degree, industry management supervision, hotel business years, details service consciousness, hotel type, local hotel development level, local security level and the size of the hotel. And it put forward the related proposal to improve the level of hotel safety management.