高星级饭店客人感知舒适度评价指标体系研究  

Study on the Evaluation Index System of Customers' Perceived Sense of Comfort in High Star-rated Hotels

作　　者：文吉[1] 潘玲 

机构地区：[1]暨南大学管理学院旅游管理系,广东广州510632 [2]广东省旅游局,广东广州510630

出　　处：《旅游学刊》2012年第12期60-66,共7页Tourism Tribune

基　　金：广东省普通高校人文社会科学重点研究基地重大项目(09JDXM63004);教育部人文社会科学研究一般项目(09YJA790085)资助~~

摘　　要：国内外对饭店舒适度的研究停留在一般概念性探讨上,缺乏系统的深入研究。文章以人体工程学理论为基础,结合顾客感知价值和顾客满意度等相关理论,得出饭店舒适度的概念,并初步构建饭店舒适度指标体系。然后以高星级饭店入住者为对象实施问卷调查,通过频数分析、信度分析、因子分析,筛选并确定了高星级饭店舒适度评价指标体系。研究显示,客人感知舒适度一级因子中,心理舒适度受重视程度最高;客人总体舒适度感知受知觉舒适度边际影响较大;从行为舒适度来讲,外部环境行为与内部环境行为同样对客人舒适度感知产生较大影响。舒适度与顾客满意度相关性较高,饭店舒适度对顾客满意度提升具有积极作用。影响高星级饭店舒适度的主要因素由高至低依次是基本服务、人体感知、外部环境行为、设施用品、个性服务、内部环境行为和装饰风格。Current studies of hotels＇ sense of comfort both at home and abroad stay in the general conceptual discussion, lacking systematic and in-depth studies. The paper, based on the theory of human engineering and combining with the relevant theories of customers＇ perceived value and satisfaction, obtains the concept of hotels＇ comfort and preliminarily builds the index system of hotels＇ sense of comfort. Then questionnaire survey was conducted among customer＇ s who stayed in high star-rated hotels, determining the evaluation index system of sense of comfort through frequency analysis, reliability analysis and sieve analysis. The study shows that in the first-grade factor of customer＇ s comfort, we attach great importance to psychological sense of comfort and the marginal effect of cognitive comfort on customers＇ overall perceived sense of comfort is higher. In terms of behavioral comfort, both exterior and interior environmental behaviors exert greater impact on customers＇ perceived sense of comfort. There is significant positive correlation between customers＇ sense of comfort and satisfaction. Hotel＇ s comfort plays a positive role in enhancing customers＇ satisfaction. Majors factors affecting customers＇ sense of comfort in high star- rated hotels are standardized service, human perception, exterior environmental behavior, facilities, personalized service, interior environmental behavior and decorative style, in proper order from high to low.

关 键 词：高星级饭店 饭店舒适度 评价指标体系 

分 类 号：F719[经济管理—产业经济] F274F224