兰州市民宿服务质量的提升对策——基于携程网点评信息的调查

On Improving Lanzhou B & B Service Based on the Survey of Ctrip Review

随我国乡村旅游的兴起与发展及国务院对发展非标住宿的政策支持,客栈民宿越来越受到消费者的广泛关注。移动互联网的普及使得网购用户大量增加,用户在线点评信息井喷式增长。通过收集网络用户在携程网上提交的兰州市民宿的在线点评信息,运用内容分析法提取消费者对民宿服务质量关注的关键词,分析出影响民宿服务质量的主要因素。研究发现:消费者对民宿房间装修风格、室内环境以及民宿老板的服务态度,即"人情味"等方面的关注度最高。其次是消费者对民宿的硬件设备如洗手间、隔音效果以及性价比等方面的关注。根据分析结果提出相应的提升民宿服务质量的对策。

With the rise and development of China＇s rural tourism and the State Council＇s policy support for the development of non-standard aeeommodatian, the inn has been receiving increasing attention from consumers. The popularity of the mobile internet has led to a large increase in online shopping users, and the number of online reviews by users has increased. This article collects online reviews of Lanzhou B ＆ Bs submitted by Citi. corn online users and uses content analysis to extract key words about consumers＇ quality concerns and analyzes the main factors affecting the quality of B ＆ Bs. The study found that： Consumers have the highest degree of attention to the room decoration style, indoor environment, and the service attitude of the hotel＇s owner, namely ＂human touch＂ . This is followed by consumer concerns about the hardware of the homestay, such as restrooms, sound insulation, and cost-effectiveness. According to the analysis results, the corresponding are proposed. for improving the quality of the hotel