本篇论文中所研究的是大连万达国际酒店的顾客满意度。大连市在2006年已获得全国最佳旅游城市的美称，大连星级酒店的整体经营状况关系着城市未来的发展。对大连万达国际酒店的顾客满意度进行研究，可以明确自身产品或服务存在的问题，把提高顾客满意度渗透于酒店经营管理的全过程，完善酒店文化，将增强自身竞争实力，促进该酒店的创新和持续发展。

全文分为引言、正文、结论三大部分。正文分为五个部分：第一部分分析了大连万达国际酒店的基本状况；第二部分具体阐述了顾客满意度的含义及研究方法；第三部分重点分析了大连万达国际酒店的营销环境；第四部分分析了大连万达国际酒店顾客满意度的现状以及存在的问题，阐述了出现问题的原因；第五部分主要陈述了解决问题的对策和方法。在结论部分，总结全文，得出结论，强调在市场竞争日益激烈的商品经济条件下，酒店要想长期地生存和发展下去，就必须认真思考提高顾客满意度的策略，并使这些策略得到实施。

关键词：顾客满意度；营销环境；服务质量；企业文化

Abstract
This thesis deals with the customer satisfaction of Dalian Wanda international hotel .Since Dalian got the title of “ National Best Tourist City”, the general management of star-level hotels concerns the future of the city. The study of the customer satisfaction can find out the problems of the production or service. Awareness of customer satisfaction in the whole process of production management of the hotel, filling the hotel with culture which satisfies customers, will help the hotel to increase its competitive strength and therefore have a practical significance to the development of the hotel. It is good for the originality and development of the hotel.
This thesis consists of three parts：Introduction, body and conclusion. The body is divided into five parts: The first part analyzes the basic situation of Dalian Wanda International Hotel. The second part gives the concrete meaning of customer satisfaction. The third part focuses on the marketing environment of Dalian Wanda International Hotel. The fourth part analyzes the status of customer satisfaction of Dalian Wanda International Hotel and some existing problems, meanwhile expounds on the causes of problems. The fifth Part states the problem-solving strategies and methods. The concluding part sums up the full text and concludes. It stresses that we must seriously consider enhancing customer satisfaction strategy, and strategy to be implemented if the hotel wants to survive and develop in the long run in an increasingly competitive economy.

Key words: Customer Satisfaction; Marketing Environment; Quality Of Service; Corporate Culture
目录

引 言 1
1大连万达国际酒店简介 2
2顾客满意度相关理论介绍 4
2.1概念 4
2.2特点 5
2.3酒店顾客满意度测量的方法 6
2.3.1受理顾客的诉讼 6
2.3.2大堂经理征询顾客意见 6
2.3.3顾客满意度调查问卷 7
2.3.4回访顾客 7
2.3.5召开顾客座谈会 8
2.3.6暗访 8
3大连万达国际酒店的营销环境分析 9
3.1市场分析 9
3.1.1酒店的规模数量分析 9
3.1.2酒店的分布与经营状况分析 9
3.1.3酒店的星级分布分析 9
3.1.4酒店客源分析 10
3.2消费者分析 10
3.2.1消费者特征分析 10
3.2.2消费者年龄分析 10
3.2.3消费者身份分析 10
3.2.4消费者酒店区域选择 11
3.3竞争者分析 11
3.3.1大连渤海明珠大酒店 11
3.3.2大连心悦大酒店 12
3.3.3大连维多利亚大酒店 12
3.3.4大连良运大酒店 13