Abstract: By taking the star hotels and hotel chains as examples, questionnaire and statistical analysis are used to give a survey about customer satisfaction for the room hygiene. The results show that room satisfaction is higher on overall, but some dissatisfaction is implicated. For example, guests do not use the towels and cups of the hotels. It suggests that differences between the overall satisfaction of customer satisfaction and room sanitation have statistical significance. So the reasons are mainly caused by the customer cognition, room quality, the ineffective supervision and so on. Finally, a specific recommendation about how to improve the quality of guest rooms in hotels is given.

Key words: customer satisfaction, guest room, hygiene

摘要： 以泰州市星级酒店及连锁酒店为例，采用问卷调查和统计分析方法，研究客房卫生的顾客满意度。结果表明：客房整体满意度较高，却隐含较多不满意现象，客人并未直接使用毛巾和水杯，其满意度与客房卫生的整体满意度之间的差异有统计学意义。究其原因，主要是顾客认知、客房质量、监管不力等因素造成，据此提出建议。

关键词: 顾客满意度, 客房, 卫生安全