基于因子分析的经济型酒店顾客满意度研究——以青岛市经济型酒店为例

Research on the Customer Satisfaction Based on the Factor Analysis of the Economic Hotels——A Case Study of the Economic Hotels in Qingdao

顾客满意度是影响经济型酒店发展的重要因素之一,因此对顾客满意度影响因素进行研究至关重要.通过文本分析法在携程旅行网收集青岛市经济型酒店的顾客网上评论,最终提取了影响青岛市经济型酒店顾客满意度的5个公共因子,分别是客房、系统支持、服务、品牌形象、感知价值因子.最后对如何提高顾客满意度提出对策建议,以提高青岛市经济型酒店的竞争力.

Customer satisfaction is one of the important factors that influence the development of the ecoromic notels. Therefore the research on the factors that influence the customer satisfaction is very imponan. This raper collects the online comments in Crip. corn about the economic hotels in Qingdao City through text analysis. Eventv- ally it extracts five common factors that affect the customer satisfaction of Qingdao economic hotels rooms, system support, service, brand image and the perceived value. At the end of the paper, it gives some advice on hew to im- prove the cuseomer satisfaction to strengthen the competitiveness of the economic hotels in Qingdao.