摘要
依据携程网2017年1—12月期间顾客对滁州市经济型酒店的有效在线点评数据,分析顾客的满意度.结果发现:顾客对滁州市经济型酒店的地理区位满意度最高,对环境卫生、综合服务的满意度较高,对设施设备的满意度最低.各指标中顾客最关注的分别是地理位置、房间环境、前台服务、房间面积;据此提出酒店应改善设施设备,提高硬件水平,提升服务质量,注重区位选址等有效的参考措施.
This paper makes a study on customers’ satisfaction on economic hotels based on the valid online review data from January 2017 to December 2017 in Chuzhou City. The results show the following things: the customers have the highest satisfaction with the geographical location o f the economic hotels, with higher satisfaction with environmental hygiene and comprehensive services, and with the lowest satisfaction with facilitie s and equipment;among the indicators, customers pay most attention to geographical location, room environment, reception service and room size. A ccordingly, it is suggested that the hotels should take the effective measures: improving facilities and equipment, increasing hardware level, improvin g service quality, and paying attention to location selection, etc.
作者
黄翠婷
王钦安
Huang Cuiting;Wang Qin'an(School of Geographic Infbnnation and Tourism,Chuzhou University Chuzhou 239000,China)
出处
《黑河学院学报》
2020年第4期51-53,60,共4页
Journal of Heihe University
基金
滁州市第五届社会科学应用对策研究课题“历史文化名城旅游形象评价及保护研究--以滁州市为例”(B2019005)
安徽省高校人文社会科学研究项目“基于游客体验视角的安徽省传统村落声景特征及感知研究”(SK2018B14)
滁州学院课程综合改革项目“旅游政策与法规”(2018kcgg022)。
关键词
顾客满意度
经济型酒店
滁州
携程网数据
customer satisfaction
economic hotels
Chuzhou City
Ctrip data
