长沙市经济型连锁酒店服务质量分析基于网络评论内容.docVIP

湖南财政经济学院学报2014,01（30）,135-141 长沙市经济型连锁酒店服务质量分析 一一基于网络评论内容 胨素i杨帆 湘潭大学旅游管理学院 导出/ 关注 分享 收藏打印 近年长沙经济型连锁酒店蓬勃发展，研究长沙经济型连锁酒店服务质量意义重 大。界定服务质量棊础上,搜集携程网的网友评论,构建长沙经济型连锁酒店服务 质量评价体系并利用数据处理软件进行量化分析，获得长沙经济型连锁酒店服务 质量的真实情况:顾客对酒店设备设施较为关注，尤其是“房间”、“床”、“网 络”和“隔音效果”与长沙经济型连锁酒店的服务质量关系密切，对顾客满意度 产生重大影响;客房清洁卫生、网络覆盖与速度、周边环境及员工服务态度等方 面顾客期待改善。长沙经济型连锁酒店应完善酒店设施设备,改善服务态度,提升 服务技能，加强质检工作，优化会员优惠制度，提供个性化服务，提升长沙经济型 连锁酒店服务质量。 关键词： 长沙;经济型酒店;服务质量;评价; 陈素平（1971-）,女,湖南湘乡人，湘潭大学旅游管理学院副教授,博士, 硕士生导师，研宄方向：旅游企业管理 2013-11-11 基金：湖南省基地开放课题一般项目“基于体验视角的红色旅游产品创新研 究”（项目编号:20kz/kz09011） Research on Service Quality of Economic Hotels in Changsha Based on Internet Evaluation Content of Customers CHEN Su—ping YANG Fan School of Tourism Management，Xiangtan University; Abstract： As economic chain hotels in Changsha have been flourishing in recent years, it is of significance to study the service quality of this kind of hotels. Tn order to get a full understanding of the service quality of such hotels,the author collected some information from CTRP. By setting up an evaluation system of service quality in economic hotels and using data-processing softwares to make quantitative analysis,this paper auquires the following facts of economic hotels in Changsha: Customers pay more attention to facilities and equipments of the hotel, especially “accommodation” “bed” “network” and “sound insulation effect” , which are closely related to the service quality of the hotel and have an great influence on customer satisfaction degree. Room cleanliness, network coverage, surrounding environment as well as the service attitude of staff are also expected to be improved. As a result, in order to improve the service quality of Changsha economic chain hotels,such hotels should perfect their facilities, improve staff s service skills and attitude, strengthen quality inspection and optimize membership system to provide personalized service. Keyword： Changsha; economic hotel; service quality; evaluation; Received： 2013-11-11 近年长沙在我国内陆省份中的魅力不断显现，经济