基于内容分析法的旅游地客栈民宿服务质量评价研究-西安建筑科技大学学报（社会科学版）

文章信息/Info

Title:: A Evaluation on Service Quality of Inn and B&B in tourist destination: A Content Analysis of Guest Comments on Website

Author(s):: ?HUANG Pei; CHEN Xue-qiong; ?（School of Tourism, Huaqiao University, Quangzhou 362021, China）

Keywords:: tourist resorts; inn and B&; B; quality-of-service assessment; content analysis

摘要:: 随着旅游者对客栈民宿强烈的消费需求以及国务院对发展非标住宿的政策支持，客栈民宿受到广泛关注，但目前国内外有关客栈民宿的研究较少，使得关于此方面的研究具有极大的现实意义。本研究构建了客栈民宿的服务质量评价体系，并基于内容分析法将去哪儿网的720条客观真实评论进行量化分析，研究发现：顾客对旅游地客栈民宿的综合服务质量满意度较高；“地理位置”、“装修”和“卫生间”等指标均与综合总评价具有较强的正相关关系；服务质量的区域性差异不显著；不同客房数量的客栈民宿在“老板服务”、“环境”和“卫生”方面存在显著差异。对此，有针对性地提出了有效建议，以期完善服务质量评价模型，为其服务质量管理提供参鉴。

Abstract:: The strong consumer demand of tourists for Inn and B&B and the policy support of the State Council for the development of non-standard accommodation arouse extensive concern to the Inn and B&B. Referring to the SERQUAL model of hotels and B&B, this paper establishes a service quality assessing system of the Inn and B&B and analyzes quantitively 720 pieces of consumer reviews on Qunar.com based on the content analysis. This study reaches the following conclusions. Customers have a high level satisfaction about the service quality in the Inn and B&B. There is a significant positive correlations between the facility standards and the overall assessment in such items as "bathroom",“hotel rooms”, “bed”, “electric equipment” and so on. Besides, there is an insignificant regional difference in service quality, though the service quality of those with different number of rooms varies significantly in the aspect of "host service", "environment" and "hygiene". Accordingly, the paper proposes to improve the service quality assessment model to provide reference for the service quality management.