贵州商学院学报

随着人们生活水平的提高,中国餐饮业的经营业态正经历从服务经济向体验经济升级转型的过程。海底捞餐厅是当前中国餐饮业体验经济的典型代表。本文以问卷调查的形式,基于因子分析方法并结合体验经济理论,以海底捞餐厅为典型的案例,对体验型餐饮企业的顾客满意度进行实证研究。研究发现,海底捞餐厅的整体品牌印象因素对提升顾客满意度起到了首要的作用。本文在此基础上提出相应的措施建议,对餐饮企业提升顾客满意度和实现从服务经济向体验经济升级具有一定的借鉴作用。

As the improvement of people 's living standards,business situation of China's catering industry is in the transformation and upgrading process,which experiencing from the service economy to experience economy. Haidilao restaurant is a typical representative of experience economy in the current China's catering industry. This paper employs the form of questionnaire survey,based on factor analysis method and combines the experience economy theory,takes Haidilao restaurant as a typical case,conducts an empirical study on customer satisfaction of experience catering enterprises. The study found that overall brand image factor of Haidilao restaurant plays a primary role in enhancing customer satisfaction. The corresponding measures and suggestions of this article were proposed in view of the existing problems,there is reference function to improve the customer satisfaction and realize the upgrade from the service economy to experience economy.