中国江苏省无锡市豪华酒店客户体验与品牌忠诚度关系调查问卷

Survey on Customer Experience and Brand Loyalty in Luxury Hotels in Wuxi City, Jiangsu, China
一、受访者基本信息 (Respondent Profile)
1. 控制编号 (Control Number): ______
2. 姓名（可选）(Name - Optional): ______
性别 (Gender):
年龄 (Age):
月收入 (Monthly Income):
教育程度 (Education Level):
最常入住的豪华酒店品牌 (Most Frequently Visited Luxury Hotel Brand):
入住频率 (Visit Frequency):
二、无锡市豪华酒店客户体验评估（Assessment of customer experience of luxury hotel in Wuxi City）

请评价您在无锡市的豪华酒店的客户体验。在评估中使用以下等级：（Kindly assess your customer experience of luxury hotel in Wuxi City. Use the following scale in your assessment:）
5-Strongly 同意/非常积极（5-Strongly Agree/Very Positive） 
4-同意/好评（4-Agree/Positive）
 3-既不同意也不反对/既积极也不消极（3-Neither Nor Agree/Disagree/Positive/Negative） 
2-不同意/否定（2-Disagree/Negative） 
1-非常不同意/非常消极（1-Strongly Disagree/Very Negative）
服务质量（Service Quality）
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一.在我逗留期间，酒店工作人员很专业、知识渊博且彬彬有礼。（The hotel staff were professional, knowledgeable, and courteous throughout my stay.）
二.我的请求和询问由酒店工作人员迅速有效地处理。（My requests and inquiries were handled promptly and efficiently by the hotel staff.）
三.酒店的设施和便利设施维护良好，符合高清洁标准。（The hotel’s facilities and amenities were well-maintained and met high standards of cleanliness.）
四.入住和退房流程无缝衔接，没有不必要的延误。（The check-in and check-out processes were seamless and free of unnecessary delays.）
五.酒店工作人员主动预见了我的需求，并在没有被要求的情况下提供了优质的服务。（The hotel staff proactively anticipated my needs and provided excellent service without being asked.）
个性化（Personalization）
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六.酒店根据我的喜好和以前的入住历史量身定制了服务。（The hotel tailored its services based on my preferences and previous stay history.）
七.我收到了来自酒店的个性化问候或信息，让我的住宿感觉很特别。（I received personalized greetings or messages from the hotel, making my stay feel special.）
八.酒店根据我的要求提供定制的房间设置（例如，首选温度、枕头选择）。（The hotel provided customized room settings (e.g., preferred temperature, pillow selection) based on my requests.）
九.我获得了符合我兴趣的独家推荐（例如，餐饮选择、水疗护理）。（I was offered exclusive recommendations (e.g., dining options, spa treatments) that matched my interests.）
十.忠诚度计划或会员福利是个性化的，以增强我的体验。（The loyalty program or membership benefits were personalized to enhance my experience.）
情感参与（Emotional Engagement）
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十一.在我逗留期间，我感受到了作为尊贵客人的强烈归属感和感激之情。（I felt a strong sense of belonging and appreciation as a valued guest during my stay.）
十二.酒店创造了超出我预期的难忘体验。（The hotel created memorable experiences that exceeded my expectations.）
十三.整体氛围和热情好客让我感到放松，并与酒店品牌产生情感联系。（The overall ambiance and hospitality made me feel relaxed and emotionally connected to the hotel brand.）
十四.如果我不得不住在不同的酒店而不是这家酒店，我会感到失望。（I would feel disappointed if I had to stay at a different hotel rather than this one.）
十五.酒店的品牌价值观和服务方法与我的个人喜好和生活方式相一致。（The hotel’s brand values and service approach align with my personal preferences and lifestyle.）
总体客户满意度（Overall customer Satisfaction）
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十六.我在酒店的体验达到或超出了我的预期。（My experience at the hotel met or exceeded my expectations.）
十七.我对酒店的整体氛围和豪华的设施非常满意。（I was highly satisfied with the hotel’s overall atmosphere and luxurious amenities.）
十八.我会根据我的满意度再次选择这家酒店作为未来的住宿。（I would choose this hotel again for future stays based on my satisfaction level.）
十九.我会毫不犹豫地向我的朋友、家人或同事推荐这家酒店。（I would recommend this hotel to my friends, family, or colleagues without hesitation.）
二十.考虑到整体体验和服务质量，酒店物超所值。（The hotel provided great value for the price paid, considering the overall experience and service quality.）
三、无锡市豪华酒店顾客品牌忠诚度评估（Assessment of brand loyalty of customers of luxury hotel in Wuxi City）

请评估您在无锡市豪华酒店客户中的品牌忠诚度。在评估中使用以下等级：（Kindly assess your brand loyalty of customers of luxury hotel in Wuxi City. Use the following scale in your assessment:）
5-Strongly 同意/非常高的忠诚度（5-Strongly Agree/Very High Loyalty）
4-同意/高忠诚度（4-Agree/High Loyalty） 
3-既不同意也不反对/中等忠诚度（3-Neither Nor Agree/Disagree/Moderate Loyalty） 
2-不同意/低忠诚度（2-Disagree/Low Loyalty） 
1-非常不同意/忠诚度非常低（1-Strongly Disagree/Very Low Loyalty）
重复惠顾（Repeat Patronage）
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一.我打算在访问无锡市时再次入住这家豪华酒店。（I intend to stay at this luxury hotel again when visiting Wuxi City.）
二.我更喜欢这家酒店而不是同一位置的其他豪华酒店。（I prefer this hotel over other luxury hotels in the same location.）
三.我愿意支付更高的价格入住这家酒店，而不是换个品牌。（I am willing to pay a higher price to stay at this hotel rather than switching to another brand.）
四.我积极寻找机会再次入住这家酒店。（I actively seek opportunities to return to this hotel for future stays.）
五.我对这家酒店的总体满意度在很大程度上影响了我再次预订的决定。（My overall satisfaction with this hotel strongly influences my decision to book again.）
品牌倡导（Brand Advocacy）
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六.我会向我的家人、朋友或同事推荐这家豪华酒店。（I would recommend this luxury hotel to my family, friends, or colleagues.）
七.我积极与他人分享我在这家酒店的积极体验（例如，口碑、在线评论、社交媒体）。（I actively share my positive experiences at this hotel with others (e.g., word-of-mouth, online reviews, social media).）
八.如果有人问推荐无锡市的豪华酒店，我会推荐这家酒店。（If someone asked for a recommendation for a luxury hotel in Wuxi City, I would suggest this hotel.）
九.我信任这个酒店品牌，并会自信地向其他人推荐它。（I trust this hotel brand and would confidently endorse it to others.）
十.我相信住在这家酒店可以提高我的个人声誉或地位，使我更有可能推广它。（I believe staying at this hotel enhances my personal reputation or status, making me more likely to promote it.）
对品牌的情感依恋（Emotional Attachment to the Brand）
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十一.我与这个酒店品牌有着强烈的情感联系。（I feel a strong emotional connection to this hotel brand.）
十二.住在这家酒店给我一种在其他酒店没有的舒适感和熟悉感。（Staying at this hotel gives me a sense of comfort and familiarity that I do not experience at other hotels.）
十三.如果我不得不住在不同的豪华酒店而不是这家，我会感到失望。（I would feel disappointed if I had to stay at a different luxury hotel instead of this one.）
十四.我将积极的回忆和情感与我在这家酒店的住宿联系起来。（I associate positive memories and emotions with my stays at this hotel.）
十五.这个酒店品牌的价值观和身份与我的个人喜好和生活方式一致。（The values and identity of this hotel brand align with my personal preferences and lifestyle.）
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