基于IPA的酒店实习生满意度提升策略研究—以厦门万豪酒店及会议中心为例.doc

摘 要

本文以2019年于厦门万豪酒店及会议中心实习的实习生为研究对象，选取薪资报酬、福利待遇、加班补助、实习时间、住宿环境等23项评价指标，通过问卷调查方式，运用IPA分析法对厦门万豪酒店及会议中心实习生满意度进行研究，得出实习生对各指标的满意度评价值均低于重要性评价值。本文就该酒店存在的问题，提出完善薪酬福利体系、改善住宿环境、降低工作强度等建议，以期为提高该酒店实习生满意度提供借鉴，促进该酒店长远发展。

关键词：IPA分析法；酒店实习生；满意度；厦门万豪酒店及会议中心

Abstract

This?paper?focuses?on?the?interns?who?intern?in?Xiamen?Marriott?Hotel?and?Conference?Center?in?2019,Twenty-three?evaluation?indexes,?including?salary,?welfare,?overtime?allowance,?internship?time,?and?accommodation?environment,?were?selected.Through questionnaire survey,IPA analysis was used to study the hotels intern satisfaction.Come to a concluded that the evaluation value of intern`satisfaction is low than importance value.This article through the perfecting the compensation and welfare system,improving the accommodation environment and redu