基于扎根理论的民宿游客满意度影响因素研究  

Research on Influencing Factors of Tourist Satisfaction in Home Stay Based on Grounded Theory

作　　者：卞玉婷 Bian Yuting(Nanjing University of Finances and Economics,Nanjing,Jiangsu)

机构地区：[1]南京财经大学,江苏南京210046

出　　处：《江苏商论》2018年第9期17-18,21,共3页Jiangsu Commercial Forum

基　　金：教育部人文社会科学规划项目"服务创新驱动下我国旅游业服务质量综合测评;提升路径及政府监管研究"的研究成果;项目批准号17YJA630116

摘　　要：民宿市场竞争激烈,经营者越来越需要关注顾客需求,以提高顾客满意度。本文采用扎根理论,对携程网中关于"古舍古巷"客栈的894个用户评论进行三级编码,构建民宿游客满意度影响因素的理论模型。结果显示,入住准备、设施设备、环境氛围、交通与餐饮,服务质量、核心体验、住后评价等是游客满意度的主要影响因素。With the fierce competition in the residential market,operators need to pay more and more attention to customer needs in order to improve customer satisfaction.Based on the grounded theory,this paper carries out three-level coding of 894 user reviews on the“Ancient Lane of Ancient Buildings”Inn in Ctrip,and constructs a theoretical model of the factors affecting the satisfaction of residents.The results show that accommodation preparation,facilities,environmental atmosphere,transportation and catering,service quality,core experience,post-residential evaluation are the main factors affecting tourist satisfaction.

关 键 词：扎根理论 游客满意度 民宿 

分 类 号：F59[经济管理—旅游管理]