经济型酒店网络预订服务顾客满意度调查问卷.docVIP

PAGE 经济型酒店网络预订服务顾客满意度研究 PAGE 8 摘 要 酒店网络预订作为旅游业的一个细分支，近两年在中国得到了突飞猛进的发展。根据中国互联网络中心（CNNIC）发布的第二十五次中国互联网发展状况统计报告，我国互联网网民数已经达到了3.84亿，超过美国，位居世界第一位。巨大的网民群体将成为旅游的巨大潜在客源。其中，网民的网上预订比例也是最高的，近年来，随着网络技术的不断发展，基于Internet的网络预订正逐渐成为酒店服务预订的主要形式，这种预订模式不仅成本较低，而且为酒店企业提供了更为广阔的销售空间。国外大型酒店集团已经在网络预订服务的提供上取得了一定的成效，并得到了广大旅游者的充分认可。但是我国酒店企业在网络预订服务的开展上却并不顺利，特别是近年来刚刚在我国兴起的经济型酒店，其网站所提供的信息没有很好的赢得在线顾客的满意。在国内关于酒店网络预订满意度，特别是经济型酒店网络预订顾客满意度研究的文献也存在着不足。因此，在我国具体的环境之下，对经济型酒店网络预订服务顾客满意度的研究具有重要的理论和现实意义。 本文引用顾客价值及满意度等相关理论,使用SPSS分析软件，从消费者的角度，对经济型酒店网络预订服务顾客满意度进行了实证研究。通过问卷调查所得的数据，对影响经济型酒店顾客网络预订满意度的因素进行了识别，最后就经济型酒店如何提升网络预订服务的顾客满意度给出了相应的对策和建议。 关键词：经济型酒店 网络预订 满意度 Abstract Hotel Reservation Network, a segment of the tourism industry support as the last two years has been rapid development in China. According to China Internet Network Center (CNNIC) released the twenty-fifth report of China Internet Development Statistics, the number of Chinese Internet users has reached 384 million, more than the U.S., ranking first in the world. Large groups of Internet users will become a huge tourism potential customer base. Among them, the proportion of users of online booking is also the highest in recent years, with the continuous development of network technology, network-based Internet hotel reservation service booking is becoming the main form, this book is not only lower cost model, but also for the hotel business provide a broader sales space. Foreign Large Hotel Group has provided services in the network reservation made some achievements, and has been fully endorsed by the majority of tourists. But our hotel reservation service company in the networks Kaizhan on but was not successful, especially the rise in recent years Gang Gang in Chinas hotels, the site provides online information is not very good in Yingde customer satisfaction. Reservations on the hotel network in the domestic satisfaction, particularly hotels web reservation customer satisfaction research literature there are insufficient. Therefore, in ou