经济型酒店服务质量提升研究——基于整合Kano模型与IPA分析

Research on Quality Improvement of Economical Hotel Service——Based on Integrated Kano Model and IPA Analysis

随着经济型酒店在我国迅速发展,消费者需求持续走高,酒店行业竞争不断加剧,本土经济型酒店如何提升酒店服务质量,在激烈的市场竞争中占据一席之地,成为亟待解决的问题。以汉庭酒店为例进行实证研究,运用Kano模型确定服务要素的质量属性,结合IPA分析法确定服务质量要素的改进次序,为提升经济型酒店服务质量提供参考。

With the rapid development of budget hotels in China,consumer demand continues to rise,and competition in the hotel industry is also intensifying.how to improve the quality of hotel services and occupy a place in the fierce market competition has become an urgent problem to be solved for local budget hotels.In this paper,the Kano model is used to determine the quality attributes of service elements,and the IPA analysis method is used to determine the improvement order of service quality factors,taking Hanting Hotel as an example to conduct empirical research.Suggestions are made to provide a reference for improving the quality of budget hotel services.