酒店業(yè)顧客忠誠影響因素的實證研究.pdf

1、江西財經(jīng)大學(xué)碩士學(xué)位論文酒店業(yè)顧客忠誠影響因素的實證研究姓名：徐昆明申請學(xué)位級別：碩士專業(yè)：旅游管理指導(dǎo)教師：蔡升桂20081001AbstractWiththecompetitionpickingupandthecustomercontestcostrisingintheconsumermarket，thedevelopingandprotectingloyalcustomercolonyhasbecomethehotel’Simpo

2、rtantstrategytowinthemarket。Therefore，howtoestablishandretaincustomerloyaltyhasbecomeafocusofthecustomerrelationshipmanagementacademiaandpractitionerSo，onthebasisofthepreviouspaper，thethesis，combiningtheoreticalanalysisw

3、ithempiricalresearch，triestoconstructtherelationmodelofcustomersatisfaction，customertrust，switchingcostandcustomerloyaltyintheChinesehotelindustryanddemonstratestherelationamongtheinfluencingfactorsandcustomerloyaltywith

4、empiricalresearchTheworkofthethesismainlyincludesthreeaspectsasfollows：(1)Basedonacademicanalysis，thispapertheoreticallyputsforwardmanyinfluencingfactorstocustomerloyaltyandreviewsthethreemostimportantfactors：customersat

5、isfaction，customertrustandswitchingcost(2)CombiningtheinterviewwiththeChinesehotelindustry，itanalyzestheinfluencingfactorsandconstructtherelmionmodelandhypotheses(3)Wehaveselectedthehotelcustomerasthesurveyobjectandcarri

6、edoutrandomsamplesurveysintheselectedcitiesofNanchang，GanzhouofJiangxiprovince，combiningwiththespss130analysistechnologysuchasthefactoranalysis，correlationanalysisamongthesefactorsthepaperexploreshowmuchthedemonstrationd

7、atumsustainthesehypothesesThroughtheaboveresearchwork，themainconclusionsareasfollows：(1)Thecustomerloyaltycontaintwodimension：customerintentionloyaltyandcustomerbehaviorloyalty(2)IntheChinesehotelindustrycustomerloyaltyi

8、sanactionoutcomeofmanyinfluencingfactorswhichincludescustomersatisfaction，customertrustandcustomerswitchingcosteta1(3)IntheChinesehotelindustry，customersatisfaction，customertrusthavethesignificantpositiveinfluencetocusto

9、merbehaviorloyaltyandcustomerintentionloyalty，switchingcosthasthesignificantpositiveinfluencetocustomerbehaviorloyaltybuthasnosignificantinfluentiontocustomerintentionloyaltyKeywords：CustomerLoyaltySwitchingCostCustomerS