五星级酒店服务质量评价指标体系研究——基于网络点评内容分析被引量：43

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摘要来自互联网的顾客点评信息在很大程度上反映了顾客消费的体验感知与期望的比较,体现了顾客对酒店服务质量的关注重点和感知评价。本文基于网络点评数据,初步遴选五星级酒店服务质量评价指标,面向五星级酒店常客进行问卷调查,并对调查数据结果进行因子分析,从而构建五星级酒店服务质量评价指标体系,对传统的评价指标体系进行改进,以期对提高五星级酒店服务质量,提升顾客满意度有一定的理论参考价值和实践借鉴意义。

作者丁于思肖轶楠

机构地区北京联合大学旅游学院北京联合大学北京市信息服务工程重点实验室

出处《消费经济》 CSSCI 北大核心 2014年第3期64-69,共6页 Consumer Economics

基金国家自然科学基金项目(71373023) 北京高等学校青年英才计划项目(YETP1749) 北京市旅游信息化基地项目(Zk20201302)

关键词五星级酒店服务质量评价指标体系网络点评

分类号 F590.8 [经济管理—旅游管理]

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