A Customer Experience Study Based on Vienna Hotel Data

Abstract

With rapid economic development, there is also an increasing demand for consumer experience. Therefore, we need to make changes to the hotel’s customer service based on a study of customer experience theory. This will help improve customer satisfaction and enhance the hotel’s competitiveness. Based on the theory of customer experience, this study aims to investigate the customer service at the Vienna Hotel. The service status of each department will be assessed through a questionnaire survey. By analyzing the data and identifying the problems in the customer service at the Vienna Hotel, appropriate solution strategies will be proposed. Hebi Vienna Hotel needs improvement in staff service ability and quality, hardware facilities and equipment, management mechanisms, and personalized service. Therefore, the hotel needs to improve its infrastructure, train its employees to enhance their service skills, innovate personalized services to improve the quality of customer service, and enhance customer satisfaction and the check-in experience.