基于顾客价值的服务业顾客满意驱动模型研究--以北京市经济型饭店为例

Study on the Model of Customer Satisfaction and Customer Value in Service Sector——Taking Beijing's Budget Hotels as an Example

在梳理顾客价值和顾客满意相关研究的基础上,结合经济型饭店自身的特点,构建了经济型饭店的顾客价值体系和基于顾客价值的经济型饭店顾客满意驱动模型,并对该模型进行了验证。验证结果表明,经济型饭店的顾客价值包含客房产品、基本服务、情感关系、地理位置和物有所值5个因素,这5个因素对顾客满意的形成具有积极的影响,且影响力存在差异。文章揭示了经济型饭店中顾客价值的结构内涵及其对顾客满意的影响机理,对经济型饭店开发价值驱动型顾客满意战略具有启示意义。

This paper, based on reviewing the related study of customer value and customer satisfaction budget hotels, builds a customer-value system and a on-driven model for budge hotels, and combining the characteristics of and tests the model. The result shows that the customer value of budget hotels consists of room facilities, basic service, relationship, location and good value for money. These factors have different and positive effects on customer satisfaction. The paper also demonstrates the structure connotation of customer value and its influence mechanism on customer satisfaction in budget hotels, having inspiration for budget hotels to develop value-driven customer satisfaction strategies.