Study on the Influencing Factors of Hotel Customer Satisfaction

摘要

The purpose of this study is to find out the most critical factors that affect the satisfaction degree of customers in Xi'an Hotel. This paper put forward the view that customer satisfaction was mainly influenced by the factors of service quality, price, product quality, brand and prestige. Then a survey of customers' satisfaction was administered and evaluated using grey correlation analysis technique. It was found out that 'Service Quality', 'Price', 'Product Quality', in order of importance, were the three most influential factors in determining customers' overall satisfaction levels. Finally, suggestions were developed for hotel managers.