基于网络评论的温泉景点服务质量分析——以山西北合索温泉为例

A Case Study of Hot Springs Service Quality Based on Online Comments

收集美团网763条网络评论句为例进行实证研究,采用内容分析法分析了山西忻州北合索温泉的服务质量。研究结果表明:北合索温泉游客对餐饮、总体环境、温泉品质、交通、设施设备、服务质量的满意度分别为3.4、3.3、3.3、3.3、2.6、1.9,满意度水平分别达到满意、满意、满意、满意、一般、不满意。并从景点设施完善、游客容量控制、员工培训等方面提出服务质量提升建议。

In order to improve the service quality of the North Hesuo Hot Spring in Xinzhou,763 comments on it from Meituan. com were collected for a content analysis of its service quality. Results show that the North Hesuo Hot Spring tourist satisfaction level of food and beverage, overall environment, water quality,transportation, tourist facilities and service quality is 3. 4,3. 3,3. 3,3. 3,2. 6,and 1. 9 respectively,or satisfied for the first four items,neither satisfied nor dissatisfied for the fifth,and dissatisfied for the last. Proposals to improve service quality are offered in tourist facilities improvement, tourist capacity control and employee training.