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of satisfaction (2016, pp. 86). Therefore for a hotel, good customer relationship management to improve targeted service and marketing strategy is one of the effective ways to improve customer satisfaction and loyalty.
From the perspective of efficiency, Assaf and Magnini adopted distance stochastic frontier method to investigate the satisfaction of US guests (2012, pp. 82), Lee and Heo revealed that efficiency of a hotel in terms of management and service has influences on guests’ satisfaction, including efficient of the front desk staff, communication efficiency, room service efficiency and so on, of which communication efficiency is the most important factor affecting customer satisfaction (2009, pp. 636).

6.0 Critical analysis 批评性分析

Theoretical and empirical research on satisfaction is already quite mature, but there is still room for improvement in some respects. Firstly, in theory, according to Maslow's Need Hierarchy Theory, needs are divided into five levels, satisfaction is also a state of mind of humanity, and therefore satisfaction performs differently at different levels, for example, considering hotels of a lower level, customers are satisfied as they can prove quality products and services; in hotels of a medium level, hotels should provide better personalized services and products, as well as maintain good customer relations to reach high customer satisfaction. In hotels of higher levels, consumers not only want the hotels to be able to provide good products and services, but also hope that the hotels can have a sense of social responsibility and live in harmony with the surrounding environment (Homme & Raymond, 2013, pp. 125). Therefore, how to elaborate on the performance of different levels of satisfaction theoretically may be a valuable research direction of further research.
Secondly, from the perspective of empirical research, the majority of empirical studies on consumer satisfaction are from a single enterprise’s or a single hotel's point of view, but in reality, customer satisfaction is also investigated through comparison, for example, if a hotel has some flaws in terms of hardware facilities, as long as it is a little better than other local hotels, then the consumer satisfaction for the hotel will not be low, especially in current situation when network usage is very convenient, consumers have an easy access to information of each hotel, on the one hand, consumers will contrast hotels with each other to choose the hotel which makes them more satisfied; on the other hand, a hotel needs to more highlight its own characteristics and personality to improve consumer satisfaction. Therefore, whether consumer satisfaction can be obtained by comparing needs to be further explained and confirmed by empirical study.

7.0 Conclusion 结论

Customer satisfaction is comparison of consumers’ expectations of a process of consumption with their actual consumption experience, so as to determine whether what they perceive has reached their expectations. Customer satisfaction is very important for a hotel, improving customer satisfaction will help a hotel to increase revenue and reduce costs, so as to improve customer satisfaction and image. Theoretical model of customer satisfaction includes perception forecasting model, equity theory, attribution theory, theory of emotion. These theories better explain the reasons for customer satisfaction generated, it als