目 录摘 要.........................................................IAbstract........................................................II引 言.........................................................11 酒店总述.......................................................31.1 酒店简介...................................................31.2 餐厅简介...................................................42 相关理论基础....................................................62.1 满意度理论.................................................62.2 国内外的研究状况...........................................63 调研方法.......................................................83.1 问卷调查法.................................................83.2 访谈法.....................................................83.3 文献综述法.................................................84 奈苏餐厅顾客满意度现状分析.....................................94.1 顾客基本信息分析...........................................94.2 顾客消费习惯分析..........................................114.3 顾客满意度调查分析........................................125 奈苏餐厅顾客满意度反映的问题..................................135.1 服务效率有待提高..........................................135.2 硬件设施设备不够完善......................................145.3 酒店顾客满意度有待提升....................................146 针对具体问题提出相应策略......................................166.1 提高服务人员的服务效率....................................166.2 改善酒店的软硬件设施......................................166.3 提升顾客满意度策略........................................17结 论........................................................19参考文献........................................................20附录 1 奈苏餐厅满意度调查问卷....................................22致 谢........................................................24摘 要顾客满意度是测量酒店能否长盛不衰的重要指标。随着酒店业竞争的日趋激烈,高星级酒店如何在...
