摘  要：顾客满意度作为酒店经营中的重要一环，对于酒店现有效益的获得以及经后长久的发展都具有重要意义。文章通过对南京紫金山庄当前顾客满意度的调查以及结合顾客的自身因素对当前顾客满意度调查进行数据整理，主要从酒店内外部环境、客房、餐饮、服务、交通以及基础设施六个方面进行分析，分别在酒店经营淡旺季提出包括对增加团队客人关注度、增加情绪性服务、提高交通的便捷度、增加对散客关注度、重视员工管理、改善优化设施、完善投诉处理程序等主要方面的提高顾客满意度的措施，希望酒店能够在提高顾客满意度这一方面加以重视，对现有的不足之处加以改进，从而获得更好的发展。94420

毕业论文关键词：紫金山庄，顾客，满意度，季节性

Abstract: Customer satisfaction as an important part in hotel management, is of great significance to obtain existing benefits and development of the hotel after long。 In this paper, through the investigation of customer satisfaction and data analysis of the customer satisfaction survey, mainly from the internal and external environment of hotel rooms, catering, service, transportation and infrastructure , six aspects are discussed, and put forward different improvement measures including increasing team guests attention, increasing the emotional service, improving the convenience of transportation, increasing inpidual attention, paying attention to employee management, improving facilities, improving the complaint handling procedures in customer satisfaction of the hotel seasonal management, hoping the hotel managers can pay attention to improve customer satisfaction, improving the existing inadequacies, in order to get better development。源C于H优J尔W论R文M网WwW.youeRw.com 原文+QQ752-018766

Keywords: The Purple Palace , costumer ,satisfaction, seasonal

目  录

1 前言 8

2 国内外研究现状 8

3南京紫金山庄顾客满意度现状 10

3。1问卷调查以及实地走访 11

3。2调查结果分析 13

4南京紫金山庄顾客满意度低下原因分析 17

4。1客房设施未达顾客期待 18

4。2餐饮的价值与价格未成正比 19

4。3员工专业素养欠缺 21

4。4交通通达度差 22

5南京紫金山庄提高顾客满意度的策略 26

5。1旅游旺季 27

5。1。1重视顾客差异，增加情绪性服务 27

5。1。2提高餐饮性价比，增加酒店竞争力 28

5。1。3完善接站服务，提高可进入性 29

5。1。4增加团队客人关注度，留住现有顾客 29

5。2 会议高峰期 30

5。2。1提供针对性服务，挖掘潜在顾客 30

5。2。2增加散客关注度，发展忠实顾客 30

5。3淡季 31

5。3。1重视员工管理，提升员工满意度 31

5。3。2改善酒店设施，提升顾客体验感 32

5。3。3完善投诉处理程序，妥善解决顾客投诉