文档介绍：北京第二外国语学院学报 2010年第11期(总第187期)
基于内容分析法的我国
经济型酒店服务质量评价研究
——兼与高星级酒店相对比
熊伟许俊华
(华南师范大学旅游管理系广东广州 510631)
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。
关键词:经济型酒店;服务质量;内容分析法;评价
[中图分类号]F59 [文献标识码] A [文章编号]1003-6539(2010)11-0057-11
A Evaluation on Service Quality of Economic Hotel in China: A Content Analysis
of ments on Website
Xiong Wei/Xu Junhua
(Departmerot of Tourism Management, South China Normal University, Guangzhou 510631, China)
Abstract:Research about service quality in hotel industry is signifi cant. Although service quality in the hotel industry has been well
researched, there is parative across economic hotels and the data collection method is simple. Establishing the reasonable service quality
evaluation system of the economic hotels, analyzing the ments from quantities of web users through the 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-
cerned about room status, noise, and hair dryer; Compared with the other factors, the sound insulation of rooms and reservation
system as well as breakfast service need to be improved; Catering service and 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 effi ciency of the hotel service while Leisure Travelers value
the coziness. At last, parative analysis shows that service quality evaluation of economy hotels is super