毕业论文《酒店顾客满意度研究》.docx

I I 目 录 TOC \o 1-5 \h \z Abstract II i导论 1 i.i研究目的 1 \o Current Document 1.2研究意义 1 \o Current Document 1.3研究现状 1 \o Current Document 2 内涵界定 3 \o Current Document 2.1相关概念界定 3 \o Current Document 2.2酒店顾客满意度的作用 3 \o Current Document 3酒店顾客满意度的影响因素 3 3.1主观因素 5 \o Current Document 3.2客观因素 5 \o Current Document 4提高顾客满意度的途径 6 \o Current Document 4.1挖掘酒店顾客潜在需求 7 \o Current Document 4.2创造服务差异化 7 \o Current Document 4.3提高产品质量和服务的水平 7 4.4提升员工的满意度 7 5 忌、!吉 8 参考文南欠 9 删 10 精品 精品 Abstract Abstract 内容摘要 酒店行业市场竞争的日趋激烈，是业内人士普遍认同的一个事实。在这种情况 下如何保持并增加酒店的销售额就成为诸多酒店经营者考虑的首要问题，业绩不佳 的企业尤为如此。 那么如何才能够保证酒店在竞争中立于不畋之地呢？显然仅仅依靠酒店现有 的声望，良好的住宿环境是无法达成这个目标的。根据国外酒店的成功经验，正确 把握顾客消费心理，重视酒店顾客满意度并提供满足顾客个性化需求的服务，才是 增加酒店销售额的关键。 许多国际知名酒店早已将视角焦点落在了提升顾客满意度的管理上。酒店顾客 满意度的管理是一种旨在合理的条件下，提高顾客对酒店设备及服务的满意程度。 目标是通过提供快速和周到的优质服务吸引和保持更多的顾客，最终提高顾客忠诚 度，以使这些顾客在任何时候、任何地方都会选择在同一家酒店进行消费，最终为 酒店带来利润增长。 关键词：酒店；顾客；顾客满意度；顾客忠诚 Hotel industry is becoming increasingly fierce market competition; the industry is a generally accepted fact. In this case, how to maintain and increase sales of the hotels many hotel operators to become a top priority, especially underperforming companies. How can hotels ensure competition in an invincible position in it? Apparently relying on the existing hotels reputation, good accommodation is unable to reach this goal. Based on the successful experience of foreign hotel，correctly grasp the customers’ consumer psychology, customer satisfaction and provide attention to the hotel to meet customer demand for personalized service; the key is to increase hotel sales. Many world-renowned hotels have long been the focus falls on the perspective of enhancing customer satisfaction management. Customer satisfaction is a hotel management under reasonable conditions designed to improve the customer equipment and services the hotel satisfaction. Goal is provide to fast and considerate service to attract and retain more customers and ultimately improve customer loyalty，so that these c