山岳型景区酒店顾客满意度影响因素分析——以黄山为例  

Influencing Factors Analysis of Customer Satisfaction in Mountain-resort Hotels——Taking Huangshan as an Example

作　　者：齐新征[1] 

机构地区：[1]黄山学院旅游学院,安徽黄山245021

出　　处：《黄山学院学报》2016年第2期24-28,共5页Journal of Huangshan University

基　　金：安徽省教育厅人文社会科学基金项目(SK2012B460)

摘　　要：山岳型景区内的酒店由于其地理位置的特殊性,开发管理必须以保护为前提,因此在经营管理各方面应该体现出其差异性。以这一特殊的酒店形态为研究对象,探索其顾客满意度的影响因素及其差异。以黄山为例,通过因子分析法萃取景区内入住游客对景区酒店的满意度评价因子为设施设备与服务项目、价值感知、服务质量,并以这三个因子为测量顾客满意度的指标,分析入住游客感知与总满意度、重游率及推荐率的相关性,得出顾客对山岳型景区酒店的整体满意度首先来自于设施设备与服务项目的完备及对于价值感知的认同这两个核心方面,其次是对于服务管理质量的认同的结论,并提出相应对策。Mountain-resort hotels have particular geographic locations, and environment protection is the premise of their development and management which should be different. This article focuses on this particular hotel type, attempting to explore the influencing factors and differences in their customer satisfaction. Taking Huangshan scenic area as an example, the paper, through factor analysis, extracts three factors about the satisfaction degree of accommodation guests, namely, facilities and service items, value perception and quality of service, and taking these three factors as the index to measure customer satisfaction, analyzes the correlation of the customers＇ perception and overall satisfaction as well as that of revisit rate and the recommended rate. Finally it leads to the conclusion that overall customer satisfaction of mountain-resort hotels comes from two core aspects： complete facilities and service items and value recognition, followed by the recognition for the quality of service management, and then proposes countermeasures.

关 键 词：山岳型景区酒店 顾客满意度 因子分析 相关性分析 

分 类 号：F590.1[经济管理—旅游管理]