Author(s)

Langjing Sun

Corresponding Author

Langjing Sun

Abstract

With the improvement of the national economic level, the demand for hotel service quality among the people continues to increase. The selection of hotels not only considers cost-effectiveness but also puts forward higher requirements and standards for various aspects of hotel services. This also prompts hotel management personnel to pay more attention to customer satisfaction and attempt to strictly supervise and manage hotel service quality fundamentally. It is hoped that the hotel service quality level can meet the current star level of hotels and also meet the expectations of customer groups. This article explores two aspects of customer satisfaction and hotel service quality management and analyzes the factors that affect customer satisfaction in current hotel service quality management, namely outdated hardware facilities, low professional quality of employees, and weak management of outsourcing personnel. Solutions are proposed, including improving hotel hardware facilities, enhancing employee professional quality, and strengthening outsourcing personnel management, to provide some reference for other relevant researchers.

Keywords

Customer Satisfaction; Hotel Service Quality Management; Influencing Factors; Service Improvement