Abstract:
Purpose
The purpose of this research is to analyze the factors influencing customer
satisfaction of Zhengzhou five-star hotel. This paper will take service quality,
brand image, price as independent variables, and customer satisfaction as
dependent variables, using quantitative research methods to quantify, and through
the form of questionnaire collection and statistical analysis to conduct a
comprehensive study.
Design/ Methodology/ Approach
This research conducted a quantitative study on a 21-question questionnaire. The
questionnaire has been distributed to 130 respondents who have booked or stayed
in a five-star hotel in Zhengzhou, 30 of which are used for reliability and validity
testing . Demographic factors are divided into several types, including age, gender,
occupation and annual income. A preliminary analysis was performed to extract
and examine behavioral patterns and routines and an assessment of potential
dominant factors. By constructing a customer satisfaction model, using SPSS
software related modules for correlation analysis and regression analysis, and
testing the hypothesis.
Findings
Analysis shows that on the basis of five-star hotels in Zhengzhou, service quality,
brand image, price, and at the same time have a significant impact on customer
satisfaction.
Originality/ Value
Based on the existing research, this paper explores the relationship between the
elements of competition and customer satisfaction from an integrated perspective,
X
and realizes the model and hypothesis of the competition factors that affect
customer acceptance. The test proves the rationality of the customer satisfaction
influencing factor model and its hypothesis, and based on the analysis results and
the combination of policies and practices, corresponding suggestions are made for
the research on the factors acceptable to five-star hotel customers, and future
research is prospected.
