经济型酒店顾客满意度的实证研究

Empirical Study of Customer Satisfaction for Budget Hotels

实证研究发现:经济型酒店顾客满意度影响因子的显著性按其影响程度大小排列,依次是便利程度、安全卫生、价值感知和环境设施。在具体因子影响度方面,便利程度是影响经济型酒店顾客满意度最重要的因素;店内服务、网络服务、积分计划对顾客满意度没有显著的影响;顾客价值感知则排到靠后位置。加快我国经济型酒店的发展,需要在未来对经济型酒店顾客满意度继续跟踪研究,以期提出更具有实际应用价值的建议。

According to this empirical study, the influential forces for customer satisfaction with budget hotels are convenience, safety and sanitation, value perception, and environmental facilities in the light of influence degree. As for the specific influence degree, convenience is the most important factor; hotel services, online services, and loyalty programs have no significant effect; value perception lists at the back. In order to accelerate the development of China＇s budget hotels, following research on customer satisfaction needs to be done in the future in a way that can help put forward more practical advice.