چكيده به لاتين
Review :
One of the issues that has become so important from the viewpoint of managers today is to understand the perceived experience of customers with the services provided in the organization. A loyal customer addition to over and over again to re-order or use the services of their favorite refer, as an additional factor of advertising services organization, through recommendations and Order to relatives, friends or other people, An important role is played by raising the profitability and improving the image of the organization in the minds of potential customers.
The first and most important step in understanding and perception of customer experience, design travel map customers to map the connections and interact directly or indirectly between the customer and the organization are the results of which can be organized to design and how to handle and provide services to customers help.
In this project, to assess and measure customer experience, first, a customer travel map is designed to map out what happens to a client from the earliest moment of a trip to the end. As originally based on the interaction between the customer from the moment of booking rooms until leaving the hotel as a trip consider all touch point of communication between the client and the various departments hotels are examined and then to measure the customer experience in The hotel has provided the hotel with an appropriate view of the hotel so that it can grasp the perception of the experience experienced by its customers when using the service.
The principles of designing a customer's travel map as well as determining the type of experience at different touch points will make it possible, by generalizing it in other hotels and service organizations, to calculate the perceived experience of the customer and use it as the correct guidance for compilation Strategies and loyalty programs of the organization.
In this project, steps taken by a customer to use hotel services include the steps to get in touch with the hotel, hotel reservations, arrival and arrival, basic understanding of the hotel, the use of hotel services and, ultimately, the process of leaving the hotel. as well as the touch point of the customer journey, providing customers with 3 types of experiences, performance (task) and the human face of this study was to design a questionnaire to measure customer experience across different call will be in We will ultimately examine their impact on customer loyalty.
