摘要……………………………………………………………Ⅰ
Abstract………………………………………………………..Ⅱ
一、引言………………………………………………………….1
二、无锡锦园高尔夫俱乐部及餐厅简介…………………………………..1
（一）无锡锦园高尔夫俱乐部…………………………………………1
（二）无锡锦园高尔夫俱乐部餐厅……………………………………..1
三、调查的目的…………………………………………………….2
四、调查的对象与方法……………………………………………….2
（一）调查的对象………………………………………………….2
(二）调查的方法…………………………………………………..2
五、调查的结果与分析……………………………………………….4
六、对锦园餐厅的建议……………………………………………….4
（一）提高服务质量……………………………………………….4
（二）改善餐厅的卫生工作………………………………………….5
（三）餐厅菜单的精心制作………………………………………….5
七、结论………………………………………………………….5参考文献…………………………………………………………7
谢辞……………………………………………………………. 8
附录……………………………………………………………. 9
摘要
摘要：21世纪是以服务取胜的时代，随着世界经济全球化，酒店行业的竞争越加激烈，酒店产品的日趋同质化和消费者消费心理的日趋成熟，对酒店的经营提出了更高的要求，酒店市场已从卖方市场转向买方市场，企业生存的基本准则是让顾客满意，谁能取悦于顾客谁就能赢得市场。本文以无锡锦园餐厅为调查对象，从不同的角度对顾客满意度进行分析，从餐厅内部环境的探索和顾客问卷调查来分析影响顾客满意度的因素，并提出建议，以达到提升顾客满意度的目的，使锦园餐厅的业绩和竞争力得到提升。
关键字：顾客满意度；锦园餐厅；分析
Abstract
Abstract:Era of the 21st century is the service to win ,as the world economic globalization and increasingly fierce competion in the hospitality industry,hotel products increasungly homogenized and mature consumer demand consumption psychology,puts forward higher demand for hotel mangemant,hotel market has shifted from a seller’s market to a buyer’s market,the enterprise survial,the basic rule is to make the customer satisfied,who can please customers who can win the market.For wuxi jin yuan restaurant,this paper analyze the customer satisfaction from different angles,the internal envioronment of the exploration from the restaurant and the customer questionnaire survey to analyze the influencing factors of customer satisfaction,and put forward guggestions,in order to improve customer satisfaction,make the garden restaurant improve performance and competitiveness.
Key words: Customers’ satisfaction;Jinyuan restaurant; Analysis
