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mer satisfaction from consumption process. Rhee and Yang concluded that customer satisfaction is comparison of consumers’ expectations of a process of consumption and their actual consumption experience, so as to determine whether it reaches what they expect (2015, pp.585).

2.0 Importance of customer satisfaction 顾客满意度的重要性

Jiang and Zhang upheld that profit is proportional to customer satisfaction of a hotel, the higher customer satisfaction there is, the higher customer loyalty there will be, and the time for customers’ consuming in a hotel will be increased, sum of customers’ single consumption in the hotel is likely to be increased, while there is high customer satisfaction to form public praise propagation, attracting a large number of other customers to consume in the hotel (2016, pp.87). And low customer satisfaction will not only lead to loss of profits brought by a customer, but also cause loss of more profit brought by other clients probably because of negative public praise propagation (Omar, Ariffin & Ahmad, 2016, pp. 390).
Khan, Garg and Rahman commented that customer satisfaction is closely related to a hotel's reputation and image (2015, pp. 271), if products or services provided by a hotel can satisfy customers, the hotel's reputation and image will be greatly enhanced, thus helping the formation of positive word of mouth effect among consumers to improve the reputation of the hotel (Chen, Yang, Li & Liu, 2015, pp. 137).
As Kralj and Solnetdescribed mentioned that improved customer satisfaction will help to maintain good relationships established between a hotel and customers to improve customer loyalty, especially in the situation when there is serious competition in hotel industry currently, by providing high quality personalized services and products to meet consumers’ personalized demand will improve customer satisfaction, which has a special significance for the development of a hotel (2010, pp. 717). At the same time, considering from a marketing point of view, costs for developing a new customer are six times more than costs for keeping an old customer, thus increasing customer satisfaction will help to retain existing customers and thus save large sums of corporate marketing costs and operating costs for a hotel (Ali, Hussain & Ragavan, 2014, pp. 278).

3.0 Customer satisfaction measurement theory model 顾客满意度测评理论模型

3.1 Expectation and perception gap model
Lahap et al. concluded, the model describes that before purchase, customers will have expectation for various interests and utility provided by products that they will purchase later (2016, pp.153); after purchase, they will compare the using experience obtained in consuming the products with their expectation formed in advance: when the actual perception and expectation are the same, customers will have a moderate satisfaction; when actual perception exceeds expectation, it will lead to customers’ satisfaction; and when the actual perception can not reach the desired result, it will make customers unsatisfactory (Homme & Raymond, 2013, pp. 123).

3.2 Equity theory model
Omar, Ariffin and Ahmad claimed, whether customers are satisfied with products not only depends on the comparison between expected and perceived quality, but also on whether customers think whether the transaction is fair and reasonable (2016, pp.390). When customers feel tha