《顾客导向对顾客满意的影响-基于酒店业的实证研究》-毕业设计（论文）.docVIP

PAGE PAGE III 题 目：顾客导向对顾客满意的影响-基于酒店业的实证研究 院系名称： 专业班级： 学生姓名： 学 号： 指导教师： 教师职称： 摘 要 当今酒店业的生存竞争异常严峻，提高顾客满意度，了解顾客导向的意义，可使企业及时、准确、可靠地了解顾客及其需求，以最有效的途径满足和超越顾客的期望，使其在激烈的市场竞争中立于不败之地。 本文研究的是顾客导向对顾客满意的影响，并找出两者影响过程中产生的中介变量，通过研究分析得出其中的直接和间接影响，从而构建出顾客导向对顾客满意影响的理论模型。并通过收集样本信息对理论模型中的各个假设进行系统检验和考证，得出最后的研究结果。 通过针对于酒店业的实证研究发现，在顾客导向对顾客满意的直接影响外，还存在着服务质量管理、增值服务投放、员工导向和员工满意这些中介因素，对顾客满意的间接影响。最终，通过对天津地区的几家有标志性的酒店进行调查取样，以实证研究的方式进行数据分析，最后验证了提出的假设模型。为酒店业以顾客导向为前提和以达到顾客满意为目的的经营理念提供有力的事实根据。 关键词： 顾客导向 顾客满意 员工导向 员工满意 服务质量管理 Title Influence from Customer Orientation to Customer Satisfaction —— Based on Empirical Research of Hotel Industry Abstract Todays struggle for existence on the hotel industry is so difficult. Improving customer satisfaction and understanding the Significance of customer orientation, that can make enterprise to understand customers and their demand opportunely reliably and accurately. Find out the most effective way to meet and exceed customers expectations. Let enterprise to the fierce competition in the market in an invincible position. The paper studies the impacts of customer orientation on customer satisfaction. It identifies the mediators transmitting these impacts，by analysis and studying get out the direct and indirect effects, and constructs a theoretical framework accordingly. And through information collected samples to make a system testing and research for the various theoretical models assume, reached the final results of the study. Empirical results from the hotel industry that in addition to a direct impact, customer orientation affects customer satisfaction indirectly through service quality management, value-added services, employee orientation and employee satisfaction. and the influence for customer satisfaction. At last, by survey sampling for several hotels signs of Tian Jin, and analy data in the way of empirical