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Research on the Relationship between Hotel Service Quality and Customer Behavior Intention Based on Customer Network Evaluation

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DOI: 10.23977/tmte.2022.050105 | Downloads: 15 | Views: 1027

Author(s)

Wang Cong 1

Affiliation(s)

1 Hotel Management Department, Nanchong Vocational College of Culture and Tourism, Nanchong, Sichuan, 637400, China

Corresponding Author

Wang Cong

ABSTRACT

People are used to searching for information in all directions through various channels before consumption and expressing their experiences and feelings after consumption. Online word-of-mouth is playing an increasingly important role in people's lives. From the research content, the research on hotel service quality at present focuses on the measurement of service quality and improvement measures. This study will investigate variables such as service quality evaluation, customer relationship quality evaluation, customer behavior intention after consumption, demography, etc. for tourists who actually consume in a hot spring hotel. This paper hopes to understand the relationship between service quality and customer behavior intention of hot spring tourism enterprises, the relationship between relationship quality and customer behavior intention, and the difference analysis of demographic variables on various factors, and provide reference for managers of hot spring tourism enterprises on related management and management methods. In this study, through reading and sorting out the related literature in the past, and combining with the special service environment of hot spring tourism enterprises, the dimensions of each variable are divided. Among them, the service quality of hot spring tourism enterprises is divided into: tangible, reliable, responsive, guaranteed and caring; The relationship quality of hot spring enterprises is divided into: satisfaction, trust and commitment; Customer behavior intention is divided into customer loyalty, customer transfer tendency, customer willingness to pay and customer response. Then a questionnaire survey was conducted, and the collected data was statistically analyzed.

KEYWORDS

Customer evaluation, Service quality, Behavioral intention

CITE THIS PAPER

Wang Cong, Research on the Relationship between Hotel Service Quality and Customer Behavior Intention Based on Customer Network Evaluation. Tourism Management and Technology Economy (2022) Vol. 5: 23-28. DOI: http://dx.doi.org/10.23977/tmte.2022.050105.

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