会议酒店顾客满意度驱动因素研究  

A Study on Driving Factors of Customer Satisfaction in Conference Hotels

作　　者：张岩岩[1] 张一[1] 邵映红[1] Zhang Yanyan;Zhang Yi;Shao Yinghong(Wuxi City College of Vocational Technology,Wuxi 214153,China)

机构地区：[1]无锡城市职业技术学院,江苏无锡214153

出　　处：《无锡商业职业技术学院学报》2021年第3期84-89,共6页Journal of Wuxi Vocational Institute of Commerce

基　　金：江苏高校哲学社会科学研究基金项目“‘会展+旅游’融合发展下的会议酒店服务评价体系研究”(2018SJA0884)。

摘　　要：细化会议酒店顾客群体,从最终消费者参会者的视角,采用验证性因子分析法和回归分析法进行研究,发现会议酒店顾客满意度驱动因素包括会议硬件及服务、餐饮质量及服务、客房设施及质量、价格和区位五个维度,前四个维度对参会者满意度产生显著影响。这一结果归因于参会者重视工作、生活两方面的参会体验以及消费价值的合理性。建议会议酒店重视会议室布局和环境,确保设施设备的功能性和先进性,灵活考虑就餐形式,注重食品品质,确保客房环境质量和设施功用,提供专业会议服务及优质餐饮服务,引入管家式客房个性化服务,进行差异化市场定价,以此不断提高顾客满意度,在会议市场中保持竞争优势。Refining conference hotel customer groups,from the perspective of ultimate consumer participants,using confirmatory factor analysis and regression analysis,it is found that driving factors of conference hotel customer satisfaction include five dimensions,that is,meeting hardware and service,food quality and service,guest room facilities and quality,price and location.The first four dimensions have a significant impact on the participants’satisfaction.This result is attributed to the attendees’emphasis on both work and life experience,as well as the rationality of consumption value.Then many pieces of management advice are proposed,that is,attaching great importance to the meeting room layout and the environment,ensuring functionality and advancement of facilities and equipment,considering dining form flexibly,paying attention to food quality,ensuring the quality of guest room environment and function facilities,providing professional meeting service and high-quality food and beverage service,providing housekeeper’s rooms personalized services,and differing market pricing,so as to continuously improve customer satisfaction and to maintain a competitive advantage in the conference market.

关 键 词：会议酒店 参会者 满意度 驱动因素 

分 类 号：F719.2[经济管理—产业经济] F713.55