国内民宿业服务质量评价研究

An Evaluation on Service Quality of B&B Industry in China

服务质量管理水平是衡量住宿行业发展成熟度的重要指标。通过收集携程网上关于民宿的在线评论信息,运用内容分析法抽取消费者对民宿服务质量的关注点,建立民宿服务质量评价指标体系。研究发现:消费者对民宿总体服务质量评价较好;个人休憩空间成为最受关注的硬件设施;在环境因素上注重民宿的设计风格;情感服务是民宿最吸引顾客的核心因素。通过东西部两个城市民宿服务质量评价的对比分析,发现不同地区顾客关注度与满意度有所差异,丽江民宿的服务质量评价整体优于杭州。

Service quality management is an important indicator to measure the maturity of lodging industry. This study uses content analysis method to extract customers＂ concerns of service quality, and establishes the service quality evaluation system of Bb-B industry by collecting guests＂ comments about B＆B from Ctrip. It reaches the following conclusions, guests have good evaluation on the general service quality of B＆B; individual rest spaces are the most attracted factor of hardware facilities; customers pay more attention to the design style; emotional service is the most attractive and important factor. By comparing the B＆B industry in two different cities, we found that the guests＇ attention and satisfaction is different, and the overall service quality evaluation in Lijiang is better than that in Hangzhou.