基于内容分析法的高星级饭店服务质量实证比较研究

借助网络评论文本,从地域和经营管理模式2个方面,对泉州、厦门地区30家高星级饭店服务质量进行了全面系统的实证比较分析。研究发现,两地高星级饭店服务质量中存在着总体服务质量缺陷明显、地域服务质量差距显著和饭店业市场集团化水平不高等问题。针对以上不足,有针对性地提出了在关注关键质量点、改善宾客入住环境、缩小地域差异、提升宾客满意度、学习先进的管理模式和实行集团化经营等方面,提升饭店服务质量的对策建议。

Comparative Study on Service Quality of High-star Hotels Based on Content Analysis

Based on the web review text,this paper,from two aspects of locality and operation and management model,makes a comprehensively comparative analysis on service quality of 30 high-star hotels in Quanzhou and Xiamen.The result shows that some problems still exist,such as poor service quality,distinct differences between regions in service quality and lower-level collectivization of hotel industry.Therefore,this paper puts forward several relevant suggestions on how to enhance the service quality in hotels from the following aspects: focusing on key quality point,improving accommodation,reducing regional differences,promoting the customers’ satisfaction,learning from advanced management model and proceeding collectivization management.