020模式下团购顾客满意度分析——以经济型酒店为例

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1、020模式下团购顾客学校代码：10255学号：2110840中图法分类号：满意度经济型酒店为例研究一以Researchofthecustomersatisfactionongroup—purchaseunder020model——acasestudyofEconoHotel学科专业：企业管理作者姓名：满富委指导教师：潘瑾答辩日期：2014．5Abstract020iSanewkindofelectroniccommercemodelwhichcombinesonlineandoffline．Withtherapiddevelopmentofmobileintemetandsmartmo

2、bilephone，020isemerginginChinamarket．In2013thelocallifeservice020marketscalereached75．56billionyuan，beregardedasthemarketunderaonetrillion．Grouppurchaseistoanalyzethemarketserviceofthislocalitylife020，atpresentthehotelgrouppurchasethebreakdowninthefieldofusheredintheclimaxofnew，11monthsof2013yea

3、rsago，thehotelgrouppurchasetransactionsamountedto3．15billionyuan，ayear—on-yeargrowthof90．5％，hasbecometheFood，entertainmentafterthethirdlargegrouppurchasecategory．Behindtherapiddevelopment，Chinesehotelgrouppurchaseindustryalsohasmanyproblems．Ifthehotelgrouppurchasemarketdragonsandfishesjumbledtog

4、ether，lackofmarketsupervision，customerrightsinfringementphenomenonhomlgrouppurchasewebsiteandoffiinehaveoccurred，leadingtoconsumerhotelgrouppurchasemarketiscurrentlyshowingdissatisfiedemotion，enthusiasmisreduced，developmentthreatensthehotelgrouppurchaseindustry．So，whatfactorsaffectthehotelgroupp

5、urchaseofcustomersatisfaction，andhowtoimprovethehotelgrouppurchasesatisfactionhasbecomethefocusofattention．Thisarticleisfromtheconsumer’Spointofview，factorsaffectingtheQuestHotelgrouppurchasecustomersatisfaction．Thisarticlethroughtheliteratureresearch，combinedwiththehotelgrouppurchaseofitsowncha

6、racteristics，analysisofthefactorsaffectingthehotelgrouppurchasecustomersatisfaction，andtotheEuropeancustomersatisfactionmodel(ECSI)basedonthetheoryofgrouppurchase，constructionofhotelcustomersatisfactionindexsystemandmodel．Theempiricalresearchthroughthequestionnairesurveyway，tothehotelgrouppurcha

7、seexperience，collegestudentsAbstractandyoungwhite-collarworkersinShanghaicityasthekeyobjectofinvestigation，285questionnairesaltogether．DatawereanalyzedwithSPSS17．0software，reliabilityanalysis，validityanalysisontherecoveryofd