Abstract: In order to improve the hotel service quality in a targeted way, it is necessary to explore the customer′s needs and satisfaction of the hotel′s attributes. This paper takes high-star hotels(4 stars and 5 stars) as the research objects, investigates the importance and satisfaction of customer-perceived hotel attributes through questionnaires, and uses paired sample T-test and IPA analysis method to carry out empirical study of their difference. The results show that there is a significant gap between the importance and satisfaction of customer perception of hotel properties;18 attributes such as hotel security and cleanliness are in an advantageous area, requiring the hotel to continue to maintain, while 6 attributes such as hotel service personnel′ grooming and parking are in the maintenance area, which needs to be adjusted and optimized; hotel offers discount, providing flexible dining hours are areas for improvement which needs hotels′ attention; the services provided by the hotel are in a vulnerable area and need to be improved in time by taking effective measures. This research helps to enrich the related research of hotel property theory and provide theoretical basis and suggestions for improvement of hotel management practice.

Key words: hotel attributes, importance-performance analysis(IPA), customer satisfaction, high star hotel