Keywords
Customer Satisfaction
Service Quality
How to Cite
Abstract
With the advancement of economic globalization and the booming tourism industry, the hotel sector, as a crucial component of the service industry, faces increasingly fierce competition. According to relevant data, the number of hotels has continued to grow in recent years, while market saturation has gradually increased. In 2023 alone, there were 343,545 accommodation facilities nationwide with over 15 rooms each, totaling 17,321,745 guest rooms. Under such market conditions, competition among hotels has intensified, making it imperative for every hotel operator to consider how to stand out among numerous competitors. In the fiercely competitive hotel market, service innovation has become the key to hotels gaining a competitive advantage. Customer satisfaction, as an important indicator for measuring the quality of hotel services and business performance, is directly related to the hotel's reputation, return rate, and market competitiveness. Service quality plays a crucial mediating role between hotel service innovation and customer satisfaction. High quality service is the foundation for achieving service innovation and the key to improving customer satisfaction.
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Copyright (c) 2025 Sheng Li (Author); Yougho Ha (Co-Authors)