摘要
家庭旅馆的服务质量评价与提高是家庭旅馆管理的重要内容。文章选取全国20个景区的100家家庭旅馆的艺龙网评论为样本,运用文本分析法对每家家庭旅馆的网友评价进行分类和评分,最后运用SPSS软件对评分结果加以统计和分析。研究结果表明,顾客对家庭旅馆的总体满意度高,家庭旅馆顾客对于旅馆地理环境、客房睡眠环境、旅馆卫生状况、服务人员态度和效率等因素非常重视。
The service quality evaluation and improvement is an important part of the guesthouse＇ management. This study selects the comments on third party hotel booking websites of 100 guesthouses in 20 scenic spots as the sample. It uses text analysis method to classify and grade the comments,the software of SPSS to perform the statistics and the analyses of the result of the score.The research shows that the guesthouses get an overall high satisfaction. The customers pay much attention to the sleep environment,geographical environment,hygiene situation,service attitude and efficiency.
出处
《旅游研究》
2014年第4期65-71,共7页
Tourism Research
