摘要
酒店的服务质量研究意义重大,国内外的研究成果在此已形成了一定的体系,但研究对象基本未涉及经济型酒店,且资料收集方法单一。本文在合理确定经济型酒店服务质量评价体系的基础上,通过网络内容分析法把大量网友客观真实的评价加以量化分析,结论如下:顾客对经济型酒店的综合服务质量满意度处于中等偏上水平,对客房、噪音、网络等因素的关注度高;客房的质量和隔音效果、网络预订和餐饮服务等有待提高;餐饮服务、网络等因素与酒店服务质量总评密切相关;东部城市经济型酒店综合服务质量优于中西部,但各地区酒店选址在顾客感知中差异不明显;商务旅行者更重视便利性而休闲旅行者更加重视舒适度;经济型酒店服务质量评价明显优于高星级酒店。对此,笔者有针对性地提出了相关建议,并对本文存在的局限性和后续可以深入的研究进行了讨论。
Research about service quality in hotel industry is significant. Although service quality in the hotel industry has been well researched, there is little comparative across economic hotels and the data collection method is simple. Establishing the reasonable service quality evaluation system of the economic hotels, analyzing the objective comments from quantities of web users through the Internet content analysis, this study reaches the following conclusions： Customers have a high level satisfaction about the service quality in the economic hotel and are con- cemed about room status, noise, Intemet and hair dryer; Compared with the other factors, the sound insulation of rooms and Internet reservation system as well as breakfast service need to be improved; Catering service and Internet assess are closely related with the total evaluation; Service quality provided in the east part of China is better than that in the west and middle. However, there is little difference among economic hotels referring to location in the perception of customers. Business Travelers value the efficiency of the hotel service while Leisure Travelers value the coziness. At last, the comparative analysis shows that service quality evaluation of economy hotels is superior higher than that of star-rated hotels. On the basis of that, the author puts forward suggestions to the improvement of economy hotel service quality pertinently and discusses the limitation and subsequent research on this study.
出处
《北京第二外国语学院学报》
2010年第11期57-67,共11页
Journal of Beijing International Studies University
基金
广东省哲学社会科学"十一五"规划项目(09GO-09)
广东省自然科学基金博士启动项目(9451063101002226)
广东省自然科学基金项目自由申请项目(10151052101000008)
广东省软科学研究计划项目(2010B070300077)
关键词
经济型酒店
服务质量
内容分析法
评价
economic hotel
service quality
content analysis
evaluation
