基于ISM和AHP的酒店客户满意度影响因素分析
首发时间:2019-04-01
摘要:随着经济发展和产业结构升级,酒店行业发展态势良好,同时客户对酒店的要求也越高。本文以酒店的客户满意度为研究对象,通过文献查阅和调查分析,得出比较全面的影响酒店客户满意度的13个因素,并利用系统工程的思想,采用解释结构模型(ISM)分析各因素之间的联系,建立3级多层递接结构模型,再通过层次分析法(AHP)对各因素的总重要度进行计算和排序,结果表明:服务和内部基础设施是影响酒店客户满意度的主要因素。文章意义在于借此明确酒店管理在提高客户满意度方面的工作重点,为酒店管理者的决策提供一定的参考。
关键词: 企业管理 解释结构模型(ISM) 层次分析法(AHP) 客户满意度 酒店管理
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Analysis of the Factors Affecting the Customer Satisfaction of Hotels Based on ISM and AHP
Abstract:With the economic development and industrial structure upgrading, the hotel industry is developing well, and the requirements of customers for hotels are higher.This paper takes the customer satisfaction of the hotel as the research object.Firstly, we obtained 13 factors that affect hotel customer satisfaction by reviewing literature, investigating and analysising. Next, in the inspiration of system engineering, we analyze the relationship between the factors, and build a three-level multi-layered structure model by using ISM. Then, we use AHP to calculate and rank the combined weights of each factor, and the results show that service and internal infrastructure are the main factors affecting hotel customer satisfaction.The significance of the article is to clarify the focus of hotel management on improving customer satisfaction and provide reference for decision makers.
Keywords: enterprise management interpretative structural model (ISM) analytic hierarchy process (AHP) customer satisfaction hotelmanagement
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