星级酒店服务失败、服务补救和顾客满意度对重购意愿的影响

发布时间：2018-01-26 01:48

  本文关键词： 星级酒店 服务失败 服务补救 顾客满意度 顾客重购意愿　出处：《延边大学》2017年硕士论文　论文类型：学位论文

【摘要】：酒店行业伴随着竞争的日益激烈和市场逐渐的饱和,吸引与争夺顾客成为酒店发展生存的关键之处。因为酒店服务的特点是无形性的、异质性的、同步性的和易逝性的,所以酒店在对顾客进行服务时服务中的失败情况很难避免。针对服务中发生的失败采取有效途径的服务补救,促进顾客在酒店的所有举动从内到外的向好的方向发展,这样能使客人发自本心的有满意感,然后就想一直在这家酒店消费,转变成酒店的忠实客人。本论文把自变量对因变量产生的影响运用实证研究来完成。综合学习服务失败的理论、服务补救的理论、顾客满意度的理论和顾客重购意愿的理论,一定程度的运用定性与定量的分析方法进行总结归纳。并对酒店员工服务中的服务失败、补救和顾客满意度与顾客重购意愿之间的现实关系进行了缜密的研究。提出了 5个假设,然后综合的整理了延边朝鲜族自治州星级酒店顾客满意度和重购意愿的调查数据,认真的从酒店服务失败、服务补救和顾客满意度对重购意愿的重要影响这个方面进行了研究探讨。此论文的研究重点主要体现在:入住延边州星级酒店的顾客是本文的研究对象,实证分析了服务中的失败、服务中的补救和顾客满意度对重购意愿的重要影响和过程,经过仔细的推理和验证后获取假设成立,结果如下:1、服务失败对顾客满意度的影响成反比。2、服务中的补救对顾客满意度的影响成正比。3、服务失败对顾客重购意愿的影响成反比。4、服务补救对顾客重购意愿的影响成正比。5、服务后顾客满意度对顾客重购意愿的影响成正比。求得的结果和真实的酒店现实情况基本上相一致,在前辈学者们研究的服务失败理论和服务补救理论的基础上有了一定的贡献。
[Abstract]:With the increasingly fierce competition and the gradual saturation of the market, attracting and competing for customers becomes the key to hotel development and survival, because the characteristics of hotel service are invisible and heterogeneous. Synchronous and perishable, so it is difficult to avoid the failure of the hotel service in the service to the customer. Take effective service remedy for the failure of the service. Promote all customer behavior in the hotel from the inside to the outside of the good direction, so that the guests from the heart of satisfaction, and then want to spend in the hotel all the time. This paper applies empirical research to the effect of independent variables on dependent variables. The theory of comprehensive learning service failure, the theory of service remediation. The theory of customer satisfaction and the theory of customer repurchase will, to a certain extent, use qualitative and quantitative analysis methods to sum up and summarize the service failure of hotel staff service. The relationship between remedy, customer satisfaction and customer repurchase intention is studied carefully. Five hypotheses are proposed. Then the comprehensive collation of Yanbian Korean Autonomous Prefecture star hotel customer satisfaction and re-purchase willingness survey data seriously from the hotel service failure. Service remediation and customer satisfaction on the re-purchase willingness of the important impact of this aspect has been studied. The main research focus of this paper is: stay in Yanbian star hotel customer is the research object of this paper. Empirical analysis of the failure in the service, the service in the recovery and customer satisfaction of the important impact and process of re-purchase will, after careful reasoning and verification to obtain the hypothesis, the results are as follows: 1. The effect of service failure on customer satisfaction is inversely proportional, the effect of service remediation on customer satisfaction is proportional to. 3, and the effect of service failure on customer repurchase willingness is inversely proportional to that of customer satisfaction. The effect of service remediation on customer repurchase willingness is proportional to that of customer satisfaction after service. The results obtained are basically consistent with the real hotel reality. On the basis of the service failure theory and the service remedy theory studied by the predecessors, some contributions have been made.
【学位授予单位】：延边大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F713.55;F719.2
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本文编号：1464309