基于电子口碑的民营高星级酒店顾客满意度研究——以滁州金鹏广场酒店为例  

Research on Customer Satisfaction of Private High-star Hotel Based on Ewom——a case study of Chuzhou Jinpeng Plaza Hotel

作　　者：汤云云[1] 金泉[1] 彭建[1] 

机构地区：[1]滁州学院地理信息与旅游学院

出　　处：《滁州学院学报》2017年第5期75-78,共4页Journal of Chuzhou University

基　　金：安徽省教育厅高校人文社会科学研究一般项目(SK2015B04);安徽省高校人文社会科学重点研究基地重点项目(SK2015A179)

摘　　要：以携程网顾客电子口碑评价内容为主要数据来源,以滁州金鹏广场酒店为案例地,采用内容分析法构建顾客满意度评价指标体系,并分析了顾客对酒店产品及服务的关注因素及其满意程度。结果显示顾客对酒店各指标总体上呈现出满意的态度,但对各指标的重视程度存在较大差异。Electronic word-of-mouth has not only become an important information source for consumers,but its role has also been increasingly valued by managers.In this paper,the Ctrip customer eWOM evaluation contents are taken as the main source of data,and the Chuzhou Jinpeng Palaza hotel is taken as the study case.Content analysis is used for constructing customer satisfaction evaluation system,then the factors which customers focus on are analyzed and its level of satisfaction to the products and services hotel is provided.The results indicate that customers show a satisfied attitude for hotel's various indicators on the whole,but there is a big difference in the degree of each indicator's importance.On this basis,some specific strategies are proposed to provide certain reference for products and services improvement.

关 键 词：满意度 电子口碑 高星级酒店 滁州市 

分 类 号：F592.7[经济管理—旅游管理]