目 录摘 要..........................................................IAbstract..........................................................II引言.............................................................11 三亚亚特兰蒂斯酒店现状概述......................................21.1 酒店基本情况..............................................21.2 酒店经营现状..............................................22 顾客满意度相关研究..............................................42.1 顾客满意度的概念..........................................42.2 国外现状和发展趋势........................................42.3 国内现状和发展趋势........................................53 资料统计及分析..................................................63.1 网络点评资料统计及分析....................................63.1.1 样本网站选取.........................................63.1.2 数据收集与分类.......................................73.1.3 区位环境分析.........................................93.1.4 服务质量分析.........................................93.1.5 设施设备分析........................................103.2 问卷调查资料统计及分析...................................103.2.1 顾客满意度调查问卷设计..............................103.2.2 数据收集与统计......................................113.2.3 问卷调查数据分析....................................114 提高亚亚特兰蒂斯酒店顾客满意度策略.............................134.1 提高设施设备品质.........................................134.2 构建网路化人员服务.......................................134.3 实施个性化服务管理.......................................134.4 及时解决投诉及回应网络差评...............................14结论............................................................15参考文献........................................................16附录一..........................................................18附录二..........................................................23亚特兰蒂斯酒店顾客满意度调查问卷统计表.............................
