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1、Professional English final workCustomer satisfaction analysisof 7-day Chain HotelClass Business Administration 2016 -1 ClassStudent IDNameComplete timeJune 23, 20191. The background of surveyThe development of budget hotels has developed under the stimulation of mass consumption. In China, the budge

2、t hotel industry has faced wonderful development opportunities, while it also faced fierce reality and fierce competition. It is conducive to improving the overall quality of employees that improving service quality and consumer satisfaction, also helpful to enhance hotel service capabilities and co

3、mpetitiveness, gain customers recognition, thus winnin-tgerlomngdervelopment in the industry. This survey is targeted at consumers of 7- day hotel chain, to analysis the satisfaction of service.2. The introduction of 7 -day hotel7 Days Hotel is one of the brands of the Platinum Hotel Group. It is th

4、e first Chinese hotel group listed on the New York Stock Exchange. In addition, it is the owner of the largest membership system in China's hotel industry and the leader in the technology and innovation model of China's hotel industry. It was founded in 2005 and listed on the New York Stock

5、Exchange on November 20, 2009(Stock Code: SVN). On June 27, 2013, 7-day hotel chain delisted from the United States. On July 17, in the same year, it was acquired by the Platinum Hotel Group. Adhering to the vision of “ sleeping well every day- Days ”Ho, t7el is committed to providing clean, environ

6、mentally friendly, comfortable and safe accommodation services for value-oriented business travelers to satisfy their core requirements in accommodation.3. The method of investigation1) QuestionnaireThe questionnaire survey method is a widely used method in social surveys at home and abroad. Our gro

7、up s survey work lasted for one week. We adopt the method of issuing questionnaires , survey some consumers of 7- day hotel in Guilin Qixing District. A total of 35 questionnaires were collected in this survey.2) The purpose of the survey : the purpose of this survey is to grasp the real situationof

8、 the 7- day hotel chain customer experience to find out some problems.3) Scope of investigation : around 7 Days hotel, in Guilin Qixing District.4) The object of survey : consumers of 7-day hotel chain.5) Prophase : design survey questions and create survey questionnaires.6) Medium term : issue ques

9、tionnaires7) Later stage : collect questionnaires and analyze data to conduct servicesatisfaction by using IPA analysis.ii.IPA analysisIPA analysis is theimp-opretarfnocrme ance analysis, which is widely used inthe analysis of customer satisfaction, and is a comprehensivemethod for people to compare

10、 the importance and expressiveness of image attributes. People can map the importance and performance mean in the two-dimensional matrix corresponding to the dominant area, the maintenance area, the opportunity area and the improvement area respectively, and conclude that the evaluation object needs

11、 to continue to maintain the advantage, reduce the attention, appropriate improvement and key improvement indicators.The IPA analysis method has been widely used in domestic and foreign research, and its application in the tourism field has also been applied. For example, foreign scholars Uysal, che

12、n, wiliiams ( 2000 ) used IPA analysis to conduct an IPA analysis of Virginia's tourism image in the United States, thereby helping it find the target market and improve customer satisfaction.4. Survey s results and analysis1) The analysis of basic informationAccording to the statistical distrib

13、ution table of the sample of Table 1, the total sample size is 35, and the age of the interviewed population is concentrated at 18 to 35 years old. The youth is the main subject of investigation, and the education level is mainly undergraduates.2) The IPA analysis of Customer Experience of 7 Days Ho

14、tel Chain Hotel in Guilin.Calculating the mean and performance mean of the four measurement dimensions ( environment and facility experience, service skills and skills experience, safety and management experience, public space experience) for theday hotel chain in Guilin. Table 1 shows that the aver

15、ageof total importance is 4.419 and the total performance average is 3.918.Taking (4.419, 3.918) as the coordinate origin, taking the importance mean variable as the x-axis, and the performance mean as the yaxis, plot the IPA analysis (as shown in Figure 1), and simultaneously set the position coord

16、inates of each measurement item. Oneto-one correspondence, and then data analysis.Service quality projectImportanceaveragePerformanceaverage1 Business hours4.244.052Qualified professional license4.484.143transportation is convenient, location is easily to find4.333.954Sufficient parking space4.13.57

17、5Can be booked in advance4.434.056Can use WeChat or Alipay payment4.434.527 Cleaning of the rooms4.433.868Bedding is comfortable and tidy4.333.869Whether disposable items are hygienic4.623.8110The smell of the room is comfortable4.523.7111 Sound insulation of the room4.483.7612In-store design4.433.6

18、713Overall service status4.483.914The storage of consumers ' information4.574average value4.4192857143.917857143PerformanceImportanceFigure 1 IPA analysis chart? Continue to maintain the advantage of the projectThe importance and performance of the first quadrant are high and are the main source

19、 of competitiveness of the company, so its service quality should continue to be maintained. There are a 14 project variables in this survey, 4 of which are distributed in the area, A2 has qualified professional licenses, A5 can be booked in advance, A6 can use WeChat or Alipay payment, and A14 hote

20、l's custody of personal information falls here. region. Due to the popularity of online payment methods and the improvement of people's awarenessof rights protection, more and more hotels pay more attention to this aspect, and the above four aspects should continue to be maintained.? Reduce

21、concerns about maintenance areasThe importance of the second quadrant is not high, but the satisfaction is very high, so the quality of service has excessive supply. Two of them are located in the area. The business hours of A1 meet the demand, the traffic of A3 is convenient, and the location is ea

22、sy. For the above two aspects, the 7-day hotel chain should save resources without excessive emphasis and investment.? Appropriate improvement of the opportunity zone projectThe importance and performance of the third quadrant are not high, so the quality of service is less important and the priorit

23、y is lower. Two of them are located in the area, the A4 parking space is sufficient, and the A8 bedding is comfortable and tidy. In the above two aspects, the -7day hotel chain can be appropriately improved.? Focus on improvement zone projectsThe fourth quadrant has a high degree of importance, but

24、the degree of satisfaction is not high. It is the main disadvantage of the enterprise. Therefore, its service quality has the decisive key factor for the future development of the enterprise, so it is a key improvement project. Five of them are located in the area, A9 hotel disposable supplies hygie

25、ne, A10 room smell is comfortable, A11 room sound insulation effect, A12 store interior design, A13 hotel overall service status, through the investigation can be concluded that 7- day hotel chain These aspects have not met the customer requirements, so in the development process, we should focus on

26、 improving hotel hygiene, improving the quality of hotel services, and paying attention to the interior decoration. ( As shown in table 2) .Table 2 IPA AnalysisQuadrantEvaluation resultsservice itemsFirst quadrant(high importance and high performance)Continue to keep2.Qualified professional license5

27、.Can be booked in advance6.Can use WeChat or Alipay payment14.The storage of personal informationSecond quadrant(low importance and high performance)Excessive effort1. Business hours3. transportation is convenient, location is easily to findThird quadrant (low importance and low performance)Minor im

28、provement4. Sufficient parking space8. Bedding is comfortable and tidyFourth quadrant (high importance and low performance)Focus on improvement7. Cleaning of the rooms9. Whether disposable items are hygienic10. The smell of the room is comfortable11. Sound insulation of the room12. In-store design13

29、. Overall service status5. Proposali. Designed decorationIn the decoration, the 7 -day hotel is cheap, but the room decoration is similar, you can buy small accessoriesfor different needs, such as small bulbs, balloons, puppets, tatami, etc., to satisfy the needs of customersat a lower cost, enhance

30、the hotel Attractive. In the division of the room, it can be divided into several categories according to the needs. For the tourists, the tourist area can be divided, and the pictures of the scenic spots and the welcome words to the tourists are hung in the corridor of the tourist area, for example

31、, "Guilin welcomes you, 7 Welcome to you, "live for 7 days, enjoy 7 days of beautiful holidays" and so on, highlighting the regional culture. In the naming of the room, it can be more interesting, rather than a simple number, to create features from the details.ii. Focus on the intera

32、ctive atmosphereFirst of all, the scholars want to create an interactive atmosphere with the customers. As the saying goes, “ Thefamily atmosphere is also an interactive atmosphere. The operators need to have a family cultural concept, sincerely think for the customers, and use actions to make custo

33、mers feel. We are a family, we can provide public rest on each floor. In terms of the tourist area, we can enhance the communication of each tenant, and even find like -minded friends, so that customers have the same sense of freedom and comfort at home. Secondly, the standard Standardized services

34、and timely answers to questions can give customers a better and more enjoyable experience. Therefore, operators must provide service personnel with training in service skills, standardization, standard service procedures, and strengthen language training so that they can respond to customers consultation in a timely manner.iii. Keep the facilities inside and outside the hotel clean and tidyModern people not only consider the hotel price, but also the requirements for hotel hygiene. Keeping