经济型酒店顾客满意度影响因素分析及实证研究

国外的顾客满意度理论及其测评体系引入我国之后产生了深远的影响,被国内学者们广泛地运用于各个领域.本文以实证研究的方法探讨经济型酒店影响顾客满意度的因素,通过IPA分析判断这些因素的相对重要性,从而对经济型酒店如何针对不同的影响因素进行产品设计、投资改造,提升顾客满意度提出了建议.     

经济型酒店顾客满意度的实证研究

实证研究发现:经济型酒店顾客满意度影响因子的显著性按其影响程度大小排列,依次是便利程度、安全卫生、价值感知和环境设施。在具体因子影响度方面,便利程度是影响经济型酒店顾客满意度最重要的因素;店内服务、网络服务、积分计划对顾客满意度没有显著的影响;顾客价值感知则排到靠后位置。加快我国经济型酒店的发展,需要在未来对经济型酒店顾客满意度继续跟踪研究,以期提出更具有实际应用价值的建议。     

经济型酒店顾客满意度模型构建及实证研究——以杭州市为例

文章通过对杭州经济型酒店发展现状的分析,根据顾客满意理论构建了经济型酒店顾客满意度测度模型。并对杭州经济型酒店进行了调查,通过卡诺模型对各因素进行了实证分析,对影响经济型酒店顾客满意度的因素进行了识别。最后对经济型酒店提升顾客满意度提出了相应的对策和建议。     

经济型酒店顾客满意度影响因素考察

本文在分析主流顾客满意度模型的基础上构建了经济型酒店顾客满意度评价模型,并以浙江杭州为例,通过Kano模型对各因素与观测变量进行了实证分析,对影响经济型酒店顾客满意度的因素进行了识别,最后就经济型酒店如何提升顾客满意度给出了相应的对策和建议.     

经济型酒店发展对策研究

作为新型的酒店业态,国内经济型酒店在激烈的市场竞争中更应注重改进服务质量、提高顾客满意度,以便在市场中求得生存与发展.以南昌市经济型酒店为例,通过验证Rust & Oliver(1994)的三维服务质量模型,分析服务质量对顾客满意的影响力度,并为经济型酒店的发展提出对策.     

我国民族品牌经济型酒店顾客满意度评价系统的构建

顾客导向时代已经悄然而至,作为服务业的典型行业——酒店业更应该迎头赶上,甚至是引导这一潮流。     

经济型酒店顾客忠诚度的培育策略研究

本文首先对相关概念进行界定,其后对影响经济型酒店业顾客忠诚度的因素进行分析,并对目前我国经济型酒店提高顾客忠诚度面临的问题进行探讨,最后提出了建立经济型酒店客户忠诚度的具体对策。     

基于顾客忠诚的我国经济型酒店发展战略

经济型酒店在我国取得了很大发展,广西作为我国旅游大省,经济型酒店发展速度非常快,但是在经济型酒店快速发展的背后,是酒店管理手段的滞后,同时受到金融危机的影响,经济型酒店的发展受到了严重影响。本文对我国经济型酒店现状进行分析,并以广西壮族自治区为例,从顾客忠诚度角度提出发展中国经济型酒店的策略,希望对中国经济型酒店的发展有一定的参考价值。     

酒店服务质量与顾客满意度研究综述

酒店服务质量的高低直接关系到酒店经营效益的好坏,文章综述了酒店服务质量与顾客满意度的相关文献,发现顾客满意度的提高能够大大减少酒店经营成本。文章还探讨了酒店服务和顾客满意度的涵义、测评指标和模型,这对我国酒店业相关研究及酒店的管理实践具有很重要的借鉴意义。     

我国经济型酒店发展现状与顾客需求分析

随着2010年上海世博会的完美谢幕，中国经济型酒店在我国得到了迅猛发展，新品牌也不断出现。经济型酒店在中国有发展机遇的同时也面临巨大的挑战，国际知名品牌的美誉度和积累多年的管理经验正是国内经济型连锁酒店所缺乏的，鉴于此，本文对我国经济型酒店发展现状与顾客需求进行了分析，以期对相关从业人员有所裨益。     

员工满意度对于经济型酒店的影响探究

员工满意度又称雇员满意度,是企业的幸福指数和企业管理的"晴雨表".员工满意度不仅是衡量酒店绩效的有效工具,也是酒店改善运作流程、实现高效运作、培养顾客满意度和忠诚度的强大动力.是实现酒店"赢得员工、赢得顾客、赢得市场、赢得利润、赢得发展"的"五赢"目标的保障.对于经济型酒店具有举足轻重的作用.     

Interfirm strategic integration in retailer buying groups: antecedents and consequences on the retailer's economic satisfaction

Abstract

Independent small retailers have shown a growing trend toward joining buying groups as a means to compete against large distribution chains. The retailer's strategic integration of the relationship with the buying group (RSI), i.e., the retailer's recognition of this relationship as a strategic asset, is the focal theoretical construct of this study. With a sample of retailers of home appliances that are integrated in a buying group, the empirical test of two alternative models about the antecedents and consequences of RSI has confirmed that the concept plays an important and significant mediational role in explaining the effects of environment and relational characteristics on the retailer's satisfaction with the buying group. The author discusses the theoretical implications of the results obtained and explores consequences for decision makers.     

An integrative model of customers' perceptions of health care services in Taiwan

As the health care service gets more competitive, health care practitioners and academic researchers are increasingly interested in exploring how patients perceive the quality and value of their care before building up their satisfaction levels and generating behavioural intentions. Drawing some theories from marketing and health care service literature, this study tries to propose an integrative model of customers' perceptions of health care services based on the established relationship among four key constructs (service quality, perceived value, satisfaction, and behavioural intentions). Structural equation modelling is then used to validate the model. As Taiwan's universal health insurance offers every citizen equal financial access to all health care providers, Taiwan offers a good opportunity to study how the patients' perception model is structured. The findings reveal both perceived quality and value as antecedent variables in this model illustrating direct and indirect paths from perceived quality and value to patient satisfaction and behavioural intentions.     

外商投资对江西省经济增长贡献研究

文章运用灰色关联模型,对江西省2001—2010年外商投资与经济增长的关系进行了实证研究。研究表明:外商投资带来的产业转移与江西省经济发展的水平具有密切的关系,产业转移不断推进有力的促进了江西省经济的发展。文章最后还提出了相关的政策建议。     

基于PEST模型的千岛湖饭店业发展分析与对策

近年来,在千岛湖旅游经济主导战略的推动下,千岛湖饭店业投资建设呈现跃进式发展。本文通过运用pest模型方法,对于影响千岛湖饭店业发展的政治、经济、社会、技术等方面因素进行具体分析,同时结合千岛湖饭店业的实际发展现状,提出一些可行性的对策建议。     

Economic influences on perceived value,quality expectations and customer satisfaction

Consumer research has extensively analysed psychological determinants of customer satisfaction. As macro‐level customer satisfaction data were not available until recently, researchers have only taken first steps towards analysing economic determinants of customer satisfaction. Based on a more complex conceptual framework and on data from Germany and Japan, this article examines how economic processes influence the perceived value of goods and services, quality expectations and customer satisfaction. Using principal component analysis, regression analysis and structural equation modelling, this study finds that perceived value is positively influenced by both economic growth and lagged economic expectations. Customer satisfaction is positively influenced by economic growth and negatively by current economic expectations, with half of the impact mediated by perceived value. Economic expectations positively influence expectations regarding the quality of goods and services. These results imply that consumer researchers should no longer ignore economic influences on consumer attitudes. Marketing managers are advised to be cautious not to misinterpret economic‐induced variations in customer satisfaction as caused by corporate performance.     

A data envelopment analysis on assessing the competitiveness of Korean hotels

With the ever-rising cost of doing business and increased competition, many hotels have experienced financial difficulties resultant from a gradual decline in profit and market share. Since the financial health of the hotel affects its investment capability in constantly improving customer services, the service performance and the subsequent competitiveness of the hotel often reflect its financial efficiency. As such, there is a growing need to assess the financial efficiency of the hotel in comparison with its competitors. To meet such a need, this paper proposes a data envelopment analysis (DEA) that develops a meaningful set of benchmarks that will dictate best practices and form a successful hotel business model. Using the examples of 31 luxury and budget hotels in Korea, this paper illustrates the usefulness of DEA for the continuous improvement of hotel business practices.     

The effect of hospitableness and servicescape on guest satisfaction in the hotel industry

This paper aims to investigate the influence of hotel hospitality on hotel guest satisfaction along with the moderating effect of the hotel servicescape on the relationship between hospitality and satisfaction. In this preliminary study, which involved 403 hotel guests in Malaysia, we employed a questionnaire survey as the main method of data collection. The structural equation modelling (CFA) used to assess the model revealed a good fit. A hierarchical moderated regression analysis was performed and showed statistical support for the positive influence of hotel hospitality on guest satisfaction as well as a positive moderating effect of servicescape. Copyright © 2013 ASAC. Published by John Wiley & Sons, Ltd.     

Competition,agglomeration, and performance of Beijing hotels

Generally the function of marketing in many different types of organisations has been widely recognised in recent years, and accordingly various studies have described the development of the marketing department in both the manufacturing and service industries. However, surprisingly little attention has been devoted to delineating or describing the role of the marketing department in retailing organisations, in spite of evidence of increasing employment of marketing personnel to implement proactive retailer marketing strategies, and correspondingly large increases in marketing expenditures by retailers. This article seeks to redress the balance by reporting the findings of a survey of the operation of marketing departments by 70 of the largest retailing organisations in the UK.     

Evaluating the optimal occupancy rate,operational efficiency,and profitability efficiency of Taiwan's international tourist hotels

This study uses the data envelopment analysis model to measure the optimal occupancy rate, operational, and profitability efficiency of Taiwan's international tourist hotels in a single implementation. The efficiencies calculated show that a high performance in operational efficiency does not necessarily ensure high profitability. Through optimal occupancy rate analysis, this study shows that increasing sales is not the best way to improve performance. For some hotels, it is actually better to decrease the occupancy rate in order to improve operational and profitability efficiencies. Additionally, evidence is presented that shows that inconsistent occupancy rate targets can be remedied through an empirical model.