摘要
信息时代下,网络线上产品销售所带动的在线点评数量也呈爆炸式增长,在线点评数据比传统渠道数据更方便获取,且能真实地反映酒店的顾客满意度情况,利于酒店更好地掌握顾客需求,从而作出有效对策,提高管理水平。基于此,以太原酒店网络评价的中、差内容为研究对象,通过分析客户满意度影响因子,得出太原市酒店的客户满意度现状,再通过分析酒店在线点评的中评、差评内容,从设施、服务、卫生三个方面提出改进顾客满意度的具体对策和建议,具有一定的可操作性和借鉴意义。
In the information age,online remarks driven by online product sales are soaring,and the data of online remarks are more accessible than those from traditional channel.It can truly reflect the hotels’customer satisfaction,which is helpful for hotels to better grasp customers’needs,so as to make effective measures and improve the quality of management.The medium and poor online remarks of high star hotels in Taiyuan as target,this research analyses the influencing factors of customer satisfaction,sums up the current situation of customer satisfaction,and finally puts forward specific and feasible suggestions to improve customer satisfaction in terms of facilities,service and sanitation.
作者
师永强
庄雅文
耿巍
SHI Yong-qiang;ZHUANG Ya-wen;GENG Wei(Department of Tourism,Taiyuan University,Taiyuan 030032,China)
出处
《太原学院学报（社会科学版）》
2020年第5期17-23,共7页
Journal of Taiyuan University(Social Science Edition)
关键词
在线点评
中差评内容
顾客满意度
服务质量
酒店
Online remarks
content of medium and poor evaluation
customer satisfaction
quality of service
hotels
