1、 毕业设计（论文）毕业设计（论文） 题题 目目：广州广州大酒店顾客满意度大酒店顾客满意度研究研究 广州广州大酒店顾客满意度的研究大酒店顾客满意度的研究 摘要摘要 21 世纪是以服务取胜的时代，随着世界经济全球化，酒店业的竞争越加激烈，酒 店产品的日趋同质化和消费者消费心理的日趋成熟，对酒店的经营提出了更高的要求， 酒店市场已从卖方市场转向买方市场，企业生存的基本准则是让顾客满意，谁能取悦于 客户谁就能赢得市场。本文以广州大酒店为研究对象，从不同的角度对顾客满意度 进行分析， 分别从酒店自身内部环境的探索和顾客问卷调查来分析影响顾客满意度的因 素，探讨提高顾客满意度的对策。本文认为可以从改善硬件
2、和娱乐设施、提升员工满意 度、建立客户关系管理体系、提高服务质量这四个方面来考虑执行，以达到提升客户的 满意度的目的，使酒店的业绩和竞争力得到提升。 关键词：大酒店 ；顾客满意度；对策 THE SURVEY ON CUSTOMER SATISFACTION OF IMPERIAL TRADERS HOTEL Abstract The 21century is the age winning with service. With the development of economic globalization， the hotel industry has become more and mo
3、re competitive. The fact that growing homogenization of Hotel products and increasingly mature of consumers consumption psychology has made higher demands on hotel business， and hotel market has shifted its role from a sellers market to a buyers market. Basic criterion for business to survival is sa
4、tisfying customersthe one who can please the customer can win the market. This thesis regards Imperial Traders Hotel as the research object to analyze factors affecting customer satisfaction and study the countermeasures， from different point of view to analyze the customer satisfaction， respectively own internal environment of the hotel and customers questionnaire survey. As for the countermeasures， three ways can be implemented to help hotels attain th
