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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,得到如下结论:顾客对经济型酒店的综合服务质量满意度较高,对客房、噪音、网络及吹风筒等因素关注度高;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;商务旅行者更重视服务的便利性而休闲旅行者更加重视服务的舒适度。最后,对比分析的结果显示,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经济型酒店进行服务质量改进的具体建议,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
ABSTRACT
Abstract: Research about service quality in hotel industry is significant. 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 though the content analysis to quantitively, this study reaches the following conclusions: Customers have a high level satisfaction about the service quality in the economic hotel and are concerned 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 efficiency of the hotel service while Leisure Travelers value the coziness. At last, parative 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.
Key Words:economic hotel,service quality,content analysis, evaluation
1. 引言
服务质量是饭店管理的重要内容,酒店只有不