沈阳市四星级酒店顾客满意度评价体系研究

发布时间：2018-02-13 12:46

本文关键词： 顾客满意度影响因素服务质量因子分析　出处：《沈阳大学》2012年硕士论文　论文类型：学位论文

【摘要】：本文以理论为先导,系统地概括和总结了国内外对顾客满意度的研究成果。在总结顾客满意度影响因素的研究基础上,结合文献研究和专家意见,提出的顾客满意度测评指标体系的基本框架,并据此设计顾客满意度调查初始问卷。本文选取沈河区的一家四星级酒店作为初始问卷的初测样本,共发放100份问卷,有效回收率为81%。对问卷进行汇总整理,利用SPSS17.0统计分析软件中的P值法和皮尔逊相关法两种项目分析方法对指标进行分析,剔除不相关的指标。然后,利用克朗巴哈a (Cronbach's a)信度系数法来对正式问卷进行信度分析。利用因子分析对正式问卷进行效度检验,最终确定了正式问卷的合理性。本文从四星级酒店顾客满意度的影响因素的角度出发,对沈阳市四星级酒店进行问卷调查。沈阳市现有四星级酒店21家,分布在沈阳市的5个行政区,即沈河区、和平区、大东区、皇姑区、铁西区的四星级酒店数量分别为7、7、1、4和2,最后选取了沈阳凯莱大酒店、沈阳假日酒店、荣富饭店、凤凰饭店和沈阳民航宾馆这五家具有代表性的四星级酒店作为调查样本。每个样本分别发放100份调查问卷进行随机调查。利用共同度百分比方法计算出正式问卷中的各级指标权重。采用SPSS17.0统计分析软件,对调查结果进行主成分分析,确定了8个关键指标,并综合评价评价体系的合理性。最后本文对实证检验的结果进行分析,并针对沈阳市四星级酒店质量管理的需要,对如何提升四星级酒店顾客满意度提出了相应的对策。
[Abstract]:This paper, guided by theory, systematically summarizes and summarizes the research results of customer satisfaction at home and abroad. On the basis of summing up the research of influencing factors of customer satisfaction, combined with literature research and expert opinion, The basic frame of customer satisfaction evaluation index system is put forward, and the initial questionnaire of customer satisfaction survey is designed accordingly. A four-star hotel in Shenghe District is selected as the initial sample of the questionnaire, and 100 questionnaires are issued. The effective recovery rate is 81. The questionnaire is collected and sorted out. The P value method and Pearson correlation method are used in the SPSS17.0 statistical analysis software to analyze the indexes, and the irrelevant indexes are eliminated. The reliability coefficient method of Cronbachsa) is used to analyze the reliability of the formal questionnaire, and the validity of the formal questionnaire is tested by factor analysis, and the rationality of the formal questionnaire is finally confirmed. From the point of view of influencing factors of customer satisfaction of four-star hotels, this paper makes a questionnaire survey on four-star hotels in Shenyang. There are 21 four-star hotels in Shenyang, which are distributed in five administrative regions of Shenyang, namely, Shenyang District and Peace Zone. The number of four-star hotels in Dadong District, Huanggu District and Tiexi District is 7 / 7 / 1 / 1 / 4 and 2, respectively. Finally, Shenyang Kelai Hotel, Shenyang Holiday Inn, Rong Fu Hotel are selected. Five representative four-star hotels, Phoenix Hotel and Shenyang Civil Aviation Hotel, are used as sample. Each sample distributes 100 questionnaires for random investigation. The formal questionnaire is calculated by using the method of common percent. Using SPSS17.0 statistical analysis software, By principal component analysis, 8 key indexes were determined, and the rationality of the evaluation system was evaluated. Finally, this paper analyzes the results of empirical test, and according to the need of quality management of four-star hotels in Shenyang, how to improve customer satisfaction of four-star hotels put forward the corresponding countermeasures.
【学位授予单位】：沈阳大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F719

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