基于游客满意度的杭州西湖景区民宿服务质量提升研究

Research on the Quality Improvement of B&B Service in Hangzhou West Lake Scenic Spot Based on Tourist Satisfaction

近年来,随着旅游业的持续发展以及游客在住宿环境、服务质量等方面要求的不断提高,民宿业作为旅游住宿业中的一种新兴业态也得到了快速的发展,然而在火热发展的背后,存在着一系列问题,限制了民宿产业的持续发展。本文基于游客满意度,运用民宿服务质量内容分析体系,对杭州西湖景区民宿服务质量现状进行研究分析,指出民宿服务质量的提升方法及措施,从而促进杭州西湖景区民宿服务质量的提升,带动民宿产业、民宿经济的持续发展。

In recent years, with the continuous development of tourism and the continuous improvement of tourists’ accommodation environment and service quality, the new business of the hotel industry as a tourist accommodation industry has also developed rapidly, but in the fiery behind the development, there are a series of problems that limit the sustainable development of the B&B industry. Based on the satisfaction of tourists and using the content analysis system of the hotel’s service quality, this paper studies and analyzes the service quality of the hotel in Hangzhou West Lake Scenic Area, and points out the methods and measures to improve the service quality of the hotel, thus promoting the service quality of the hotel in Hangzhou West Lake Scenic Area and driving the sustainable development of the B&B industry.