基于在线评论文本分析的高星级亲子酒店服务质量评价体系构建与提升路径研究——以广州市为例  

Construction of Service Quality Evaluation System and Improvement Path of High-Star Parent-Child Hotel Based on Online Review Text Analysis—A Case Study of Guangzhou

作　　者：梁天祺 陈小龙 LIANG Tianqi;CHEN Xiaolong(Faculty of Humanities and Social Sciences,Macao Polytechnic University,Macao 999078,China)

机构地区：[1]澳门理工大学人文及社会科学学院,中国澳门999078

出　　处：《四川旅游学院学报》2025年第2期30-36,共7页Journal of Sichuan Tourism University

摘　　要：为探究亲子家庭类住客对高星级亲子酒店服务质量感知体系,本研究以广州市20所高星级亲子酒店为研究对象,以携程旅行网为数据来源,运用文本分析法构建亲子家庭类住客对高星级亲子酒店服务质量感知体系,以发现顾客的关注点和酒店服务管理的不足。研究发现:(1)广州市高星级亲子酒店服务质量评价体系要素包括亲子服务、亲子设施设备、区位环境氛围、卫生状况、顾客情感体验5个主类目13个次类目;(2)语义网络分析图以“服务”为核心关键词,呈放射网络状的“核心层—次核心层—过渡层—边缘层”四层级结构;(3)住客对广州市高星级亲子酒店持积极情感态度倾向,当酒店能够提供儿童专属服务时可以为亲子顾客带来良好入住体验;(4)亲子酒店的服务质量问题集中在员工服务、房间设施设备、餐饮服务、卫生保洁四方面。针对上述发现的问题提出提升员工服务技能和意识,优化餐饮质量,加强酒店内部卫生管理,改良客房设计,完善儿童个性化服务及设施设备,明确市场定位并联结周边旅游资源的建议。In order to explore the service quality perception system of high-star parent-child hotels by parent-child residents,this study takes 20 high-star parent-child hotels in Guangzhou as the research object and Ctrip as the data source,and uses text analysis to construct the service quality perception system of high-star parent-child hotels by parent-child residents to find out the customer's concerns and the shortcomings of the hotel's service management.The findings are as follows.Firstly,the elements of the service quality evaluation system of high-star parent-child hotels in Guangzhou are grouped in thirteen subcategories within five main categories,including parent-child service,parent-child facilities and equipment,location environment,hygiene,and customers'emotional experience.Secondly,the semantic network analysis diagram shows a four-level structure of core layer,sub-core layer,transition layer,and edge layer,with‘service’identified as the core keyword.Thirdly,residents tend to have positive emotional attitudes towards high-star parent-child hotels in Guangzhou City,and the hotels can bring good staying experiences to parent-child customers when they provide exclusive services for children.Fourthly,the service quality problems of parent-child hotels are mainly in four aspects:staff service,room facilities and equipment,catering service,and hygiene.In light of the aforementioned issues,it is recommended that staff receive training to enhance their service skills and awareness.Catering quality should be prioritized,with a particular focus on internal hygiene.Room design should be improved,as should the services,facilities and equipment provided for children.Furthermore,efforts should be made to optimize the establishment's market positioning and to forge connections with the surrounding tourism resources.

关 键 词：文本分析 亲子主题酒店 服务质量评价体系 广州市 

分 类 号：F719.2[经济管理—产业经济]