基于在线评论的云南省国际青年旅舍服务质量研究  

The Research on Service Quality of International Youth Hostels in Yunnan Province Based on Online Comments

作　　者：耿娜娜 邵秀英 GENG Nana;SHAO Xiuying(Management Department,Taiyuan Normal University,Jinzhong 030619,Shanxi,China)

机构地区：[1]太原师范学院管理系

出　　处：《旅游研究》2019年第5期50-60,共11页Tourism Research

摘　　要：青年旅舍的服务质量评价与提高是青年旅舍管理的重要内容。选取携程网的住客评论数据,运用模糊综合评价法和文本分析法对云南省18家国际青年旅舍的服务质量进行评价,结果显示云南省国际青年旅舍的服务质量总体情况较好。具体而言,住客对服务质量、环境质量及旅舍整体感受都比较满意。设施质量方面,公共区域较受欢迎,硬件设施、房间隔音、制冷取暖设备、网络4项指标均分较低。地理位置方面,到达方便程度得分较低。卫生质量方面,公共卫生间卫生条件较差。The evaluation and improvement of service quality of youth hostels is an important content of youth hostel management. This paper evaluates service quality of 18 international youth hostels in Yunnan province by using Fuzzy Comprehensive Evaluation Method and Text Analysis Method based on guest comment data from Ctrip Website. Results show that the overall service quality of international youth hostels in Yunnan province is good. To be specific,guests are satisfied with service quality, environment quality and overall experience of international youth hostels in Yunnan province. As for facility quality, public area is more popular. The average scores of overall hardware facilities, room sound insulation, refrigeration, heating equipment and network are low. As for geographical position, the score for convenient access is low. As for the sanitary quality, sanitation condition of public toilets is bad.

关 键 词：国际青年旅舍 在线评论 服务质量 

分 类 号：F59[经济管理—旅游管理]