| 经济型酒店顾客满意度IPA模型分析及实证研究 |
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| 引用本文： | 孙静,刘希宋.经济型酒店顾客满意度IPA模型分析及实证研究[J].商业研究,2008(11). |
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| 作者姓名： | 孙静 刘希宋 |
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| 作者单位： | 哈尔滨工程大学经济管理学院,黑龙江哈尔滨,150020 |
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| 基金项目： | 黑龙江省博士后科研启动基金 |
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| 摘 要： | 20世纪80年代以来,顾客满意度研究已成为国际上非常活跃的研究领域,而我国目前对经济型酒店顾客满意度的研究还比较少。通过问卷设计和实地调查的方法,运用多因素贡献模型对关于酒店产品影响因素的重要性和实际表现的满意程度进行综合评价,有效了解顾客对我国经济型酒店性价比的评价,可有助于经济型酒店管理与服务的不断改进和创新,从而进一步提高经济型酒店的服务质量,促进经济型酒店的持续发展。
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| 关 键 词： | 经济型酒店 顾客满意度 多因素贡献模型 |
Analysis and research on IPA model of customers' satisfaction on economic hotels |
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| SUN Jing,LIU Xi-song.Analysis and research on IPA model of customers' satisfaction on economic hotels[J].Commercial Research,2008(11). |
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| Authors: | SUN Jing LIU Xi-song |
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| Abstract: | From 1980s,research on customer's satisfaction has been a popular field in the world while study on customer's satisfaction of economic hotels in China is still at starting stage now.By questionnaires and investigation,this paper makes comprehensive evaluation on the importance of influential factors on hotel products and the real satisfaction by multi-factor contribution model and effectively understands customers' appraisal on the performance-price ratio of economic hotels,which will make improvement and innovation of management and service,increase the service quality and accelerate the ever-lasting development of economic hotel. |
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| Keywords: | economic hotel customers' satisfaction multi-factor contribution model |
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