基于网络评价的湖南五星级饭店服务质量研究

Research of Five Star Hotel's Service Quality Status in Hunan Province Based on Internet Comments

目前,国内对五星级饭店整体服务质量的研究甚少。利用网络资源归纳湖南省五星级饭店的顾客评论信息共1759条,信息提取包括3项一级指标和20项二级指标,对样本信息分析得出:湖南省五星级饭店服务质量总体评价未达到星级标准,其推荐率和回复率不高,管理者对网络评论的重视和利用不够;长沙各饭店服务水平相当,管理水平较其他地区高。

At present, the domestic research on the overall service quality of five-star hotel is minimal. Network resources are used to summarize 1759 customer comments about five-star hotel in Hunan, extracting information including three indicators and 20 secondary indicators. Results are obtained after analyzing information on the sample. The overall evaluation of five-star hotel service quality of Hunan province has not been achieved. The recommended rate and the recovery rate are low, and the service level of each hotel in Changsha is comparable, whose management level is higher than other areas.