基于AHP-模糊评价综合法的高星级酒店顾客感知满意度研究——以昆明市五星级酒店为例  

Research on Customer Satisfaction of High-star Hotels Based on AHP-Fuzzy Comprehensive Evaluation Method: On the Sample of Kunming's Five-star Hotels

作　　者：黄平[1] HUANG Ping(College of Cultural Tourism,Yunnan Open University , Kunming 650031, China)

机构地区：[1]云南开放大学文化旅游学院,昆明650031

出　　处：《价值工程》2018年第15期4-6,共3页Value Engineering

摘　　要：本文以昆明市6家五星级酒店为例,通过携程网所提供顾客评价数据,对顾客感知满意度进行研究,研究过程中采用AHP-Fuzzy模糊综合评判方法。评价结果显示,5家酒店的评价结果为"非常好",1家酒店的评价结果为"较好",这表明顾客对昆明市五星级酒店服务质量整体满意度较高。同时在顾客网络定性评价中也发现酒店存在一些问题,为了进一步提升高星级酒店的服务质量,本文从酒店设施设备、酒店服务、酒店餐饮、网络点评互动等四个方面提出改进建议。This paper takes six five-star hotels in Kunming as an example to provide customer evaluation data provided by Ctrip.com to study customer satisfaction. The AHP-Fuzzy comprehensive evaluation method is used in the research process. The evaluation results showed that the evaluation results of the 5 hotels were ＂very good＂ and the evaluation result of 1 hotel was ＂better＂, which indicated that the customers had a higher overall satisfaction with the service quality of the five-star hotels in Kunming. At the same time, we also found some problems in the qualitative evaluation of customers＇ networks. In order to further improve the service quality of high-star hotels, this paper puts forward suggestions for improvement from four aspects： hotel facilities and equipment, hotel services, hotel catering, and online comment interaction.

关 键 词：五星级酒店 感知满意度 AHP 模糊评价综合法 

分 类 号：F719[经济管理—产业经济] F274