摘要
民宿客栈的发展满足了人们对个性化住宿体验的需求,而服务质量水平的高低则是检验其发展成熟度的重要指标,并将会直接影响消费者的购买意愿。文章以泸沽湖的真美里格客栈为研究对象,使用ROST Content Mining软件分析工具,对携程网上的2160条在线网络评价信息进行内容分析,从地理环境、服务态度、基础设施、总体评价四个方面构建客栈服务质量网络评价体系,对真美里格客栈的服务质量进行研究,并针对客栈存在的服务质量问题提出管理建议,以期提高客栈的服务接待质量。
The development of the home stay meets the demand for personalized accommodation experience, and the level of service quality is an important indicator to test its maturity, and will directly affect consumers'willingness to purchase. Taking the Zhenmei Lige Inn in Lugu Lake as an example, the article uses ROST Content Mining software analysis tool to analyze the content of 2160 online network evaluation information on Ctrip from four aspects of geographical environment, service attitude, infrastructure and overall evaluation, hoping to construct a network evaluation system of hotel service quality. Furthermore, the article studies the service quality of Zhenmei Lige Inn and puts forward some management suggestions aiming at the existing service quality problems in order to improve the quality of the home stays service reception.
作者
唐燕
冯晓兵
TANG Yan;FENG Xiaobing(School of Tourism,Leshan Normal University,Leshan Sichuan 614000,China)
出处
《乐山师范学院学报》
2019年第9期51-56,共6页
Journal of Leshan Normal University
基金
四川省社会科学重点研究基地——四川旅游发展研究中心课题“基于在线点评的旅游服务质量感知研究”(LYC16-07)
关键词
民宿客栈
服务质量
内容分析法
Home Stay
Service Quality
Content Analysis Method
