基于网络点评的五星级饭店顾客满意度研究——以南京金陵饭店为例
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摘要
网络点评对于测评饭店顾客满意度具有重要的参考价值。本文以我国著名的五星级饭店——南京金陵饭店为例,基于携程网点评数据,运用层次分析法构建了五星级饭店顾客满意度测评模型,从区位交通、前厅设施与服务、客房设施与服务、餐饮设施与服务、其他设施与服务5个方面对金陵饭店顾客满意度进行评价。结果表明:金陵饭店顾客总体满意度指数较高。具体而言,顾客对区位交通、前厅设施与服务、其他设施与服务表示满意,而客房设施与服务、餐饮设施与服务的顾客满意度还有进一步提升的空间。据此提出了提升金陵饭店顾客满意度的建议。
Online comments have important reference value for evaluating hotel customer satisfaction. This paper, taking Nanjing Jinling Hotel-a famous five-star hotel of our country-as an example, based on the data of Ctrip network, uses Analytic Hierarchy Process(AHP) to construct the evaluation model of customer satisfaction in five-star hotels. The customer satisfaction of Jinling Hotel is evaluated from 5 aspects: location and traffic, front office facilities and services, room facilities and services, catering facilities and services, other facilities and services. The results show that the overall customer satisfaction index of Jinling Hotel is high. Specifically, customers are satisfied with location and traffic, front office facilities and services, other facilities and services, and there is room for further improvement in the customer satisfaction of room facilities and services, catering facilities and services. Accordingly, suggestions for improving customer satisfaction of Jinling Hotel are put forward.
Online comments have important reference value for evaluating hotel customer satisfaction. This paper, taking Nanjing Jinling Hotel-a famous five-star hotel of our country-as an example, based on the data of Ctrip network, uses Analytic Hierarchy Process(AHP) to construct the evaluation model of customer satisfaction in five-star hotels. The customer satisfaction of Jinling Hotel is evaluated from 5 aspects: location and traffic, front office facilities and services, room facilities and services, catering facilities and services, other facilities and services. The results show that the overall customer satisfaction index of Jinling Hotel is high. Specifically, customers are satisfied with location and traffic, front office facilities and services, other facilities and services, and there is room for further improvement in the customer satisfaction of room facilities and services, catering facilities and services. Accordingly, suggestions for improving customer satisfaction of Jinling Hotel are put forward.
引文
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(6)粟娟,麻学峰,李佩耕等.基于顾客价值的酒店顾客满意度测评[J].统计与决策,2008,(05):73-76.
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(8)丁于思,肖轶楠.基于网络点评的五星级酒店顾客满意度测评研究[J].经济地理,2014,34(5):182-186,192.
(9)张琰,俞越,潘华丽.基于网络文本分析的不同档次酒店顾客满意度影响因素对比研究[J].旅游论坛,2017,10(03):45-57.
(2)Fornell C.A National Customer Satisfaction Barometer:The Swedish Experience[J].Journal of Marketing,1992,56(1):6-21.
(3)Fornell C,Johnson M D,Anderson E W,et al.The American Customer Satisfaction Index:Nature,Purpose,and Findings[J].Journal of Marketing,1996,60(4):7-18.
(4)黄燕玲,黄震方,袁林旺.基于SEM的饭店顾客满意度测评模型研究[J].旅游学刊,2006,21(11):54-60.
(5)孙静,刘希宋.经济型酒店顾客满意度IPA模型分析及实证研究[J].商业研究,2008,(11):46-49.
(6)粟娟,麻学峰,李佩耕等.基于顾客价值的酒店顾客满意度测评[J].统计与决策,2008,(05):73-76.
(7)沈涵.基于ACSI的经济型酒店顾客满意度测评模型[J].旅游学刊,2011,26(01):58-62.
(8)丁于思,肖轶楠.基于网络点评的五星级酒店顾客满意度测评研究[J].经济地理,2014,34(5):182-186,192.
(9)张琰,俞越,潘华丽.基于网络文本分析的不同档次酒店顾客满意度影响因素对比研究[J].旅游论坛,2017,10(03):45-57.