基于KANO模型的我国精品酒店顾客满意度要素研究

On Customers' Satisfaction with Boutique Hotels Based on the KANO Model

文章使用KANO模型对影响精品酒店顾客满意的品质要素进行分类。研究表明,传统食宿功能是顾客满意的首要因素,硬件设施为顾客感知服务品质提供了重要载体,员工素质能有效消除顾客的不满。基于实证结果,文章为精品酒店发展路径提供决策参考。

The article classifies the factors of customer satisfaction with boutique hotels based on the KANO model. The findings show that traditional accommodation function is the primary influential factor for customer satisfaction, that facilities provide important carrier for the customer to perceive service quality, and that quali- ties of employees can help to effectively eliminate the customer dissatisfaction. Based on the empirical results, this article provides decision-making suggestions for the development path of boutique hotels.