南京五星级酒店顾客满意度研究 ——以南京丁山香格里拉酒店女性顾客为例-毕业论文

南京五星级酒店顾客满意度研究

——以南京丁山香格里拉酒店女性顾客为例

中文摘要

随着改革开放的发展，一些国际五星级酒店集团加快了进驻我国酒店业的步伐，随着星级酒店的数量逐渐增多，相互竞争变得越发激烈，而这一激烈的竞争直接导致了对满意酒店顾客的争夺。硬件设施、酒店环境、酒店服务都成为了争夺顾客的必备条件。星级酒店不断提升硬件条件，改善服务质量，为的都是赢得顾客的满意，培养忠诚客户。随着女性独立思想的逐渐发展，女性顾客也成为了这一顾客群体的重要组成部分。

南京丁山香格里拉酒店是以住宿、餐饮为主的综合性酒店，随着南京旅游业的迅速发展，丁山香格里拉酒店服务女性顾客的比率不断增加，女性顾客消费在酒店营业收入中占据重要份额。因此，关注女性顾客在酒店的消费行为，结合女性顾客的调查，分析女性顾客的满意度，明确当前其在丁山香格里拉酒店消费哪些需求没有得到满足，或者对哪些产品与服务不满意，是丁山香格里拉酒店后续发展必须解决的问题。

关键词：五星级酒店，满意度，女性顾客，南京

Abstract

With the development of reform and opening up, a number of international five-star hotel group stationed accelerated pace of China's hotel industry, with the gradual increase in the number of star hotels, competition becomes more intense, and this directly led to intense competition for Hotel customer satisfaction contention. Hardware facilities, the hotel environment, hotel services have become a prerequisite to compete for customers. Rising star hotels hardware conditions, improve service quality, customer satisfaction is to win, and cultivate loyal customers. With the gradual development of independent-minded women, female customers have become an important part of this customer group.

The Shangri-La Hotel, Nanjing din is accommodation, catering mainly integrated hotel, with the rapid development of tourism in Nanjing, La Shangri-serving female tourist hotel rate increasing female tourists spending in the hotel operating income occupy an important share. Therefore, attention to women tourists in the hotel's consumer behavior, combined with female tourists investigate, analyze female tourist satisfaction, clear the current consumption of its hotel in La Shangri what needs are not being met, or which products and services are not satisfied , is the Shangri-La Hotel din subsequent development must be addressed.

Keywords: Five-star hotel，female tourists，satisfaction

目录

中文摘要.........................................................................................................................I Abstract ......................................................................................................................... II 第一章绪论 (1)

1.1研究背景 (1)

1.2研究意义 (1)

1.3研究目的和内容 (2)

1.4研究方法 (2)

1.5技术路线 (2)

第二章理论基础 (2)

2.1研究综述 (2)

2.1.1国外研究综述 (3)

2.1.2国内研究综述 (3)

2.1.3国内外研究评析 (3)

2.2相关概念阐释 (3)

2.3顾客满意度评价模型 (4)

第三章南京丁山香格里拉酒店顾客满意度调查研究 (5)

3.1南京丁山香格里拉酒店概况 (5)

3.2问卷设计与数据分析 (6)

3.2.1问卷的设计 (6)

3.2.2问卷的发放 (6)

3.2.3基本信息数据分析 (6)

2.3问卷设计与调研 (7)

3.3南京丁山香格里拉酒店女性顾客满意度分析 (8)

3.3.1对酒店住宿的满意度 (8)

3.3.2对餐饮服务的满意度 (9)

3.3.3对配套服务的满意度 (9)