我国酒店客房卫生现状分析与对策——以江苏泰州市为例  

Analysis of the Quality of Hotel Rooms from Perspective of Customer Satisfaction Taking Taizhou City of Jiangsu Province as an Example

作　　者：王慧[1] 朱发考[2] 缪勇战[2] 

机构地区：[1]泰州学院,江苏泰州225300 [2]泰州市卫生监督所,江苏泰州225300

出　　处：《重庆交通大学学报（社会科学版）》2015年第6期53-56,共4页Journal of Chongqing Jiaotong University:Social Sciences Edition

基　　金：泰州市科技支撑计划(社会发展)项目"基于SOP模型的酒店客房卫生标准操作"(SSF20140218)

摘　　要：以泰州市星级酒店及连锁酒店为例,采用问卷调查和统计分析方法,研究客房卫生的顾客满意度。结果表明:客房整体满意度较高,却隐含较多不满意现象,客人并未直接使用毛巾和水杯,其满意度与客房卫生的整体满意度之间的差异有统计学意义。究其原因,主要是顾客认知、客房质量、监管不力等因素造成,据此提出建议。By taking the star hotels and hotel chains as examples,questionnaire and statistical analysis are used to give a survey about customer satisfaction for the room hygiene. The results show that room satisfaction is higher on overall,but some dissatisfaction is implicated. For example,guests do not use the towels and cups of the hotels. It suggests that differences between the overall satisfaction of customer satisfaction and room sanitation have statistical significance. So the reasons are mainly caused by the customer cognition,room quality,the ineffective supervision and so on. Finally,a specific recommendation about how to improve the quality of guest rooms in hotels is given.

关 键 词：顾客满意度 客房 卫生安全 

分 类 号：R126.4[医药卫生—环境卫生学] F719.2[医药卫生—公共卫生与预防医学]