中外国际高星级连锁酒店服务质量对比研究——基于网络评价的内容分析

服务质量是酒店研究的重要内容，国内外相关研究已在酒店服务质量评价和中外酒店对比中取得了一定的成果，但尚未涉及国内外国际高星级连锁酒店的服务质量评价对比。基于此，文章在文献研究的基础上建立了国际高星级连锁酒店服务质量的评价指标体系，并分别从到到网（http：／／www．daodao．com）及其母网上搜集了1035条顾客评论样本，运用内容分析法将其量化处理，通过SPSS17．0统计软件进行分析，主要结论有：①国外评价的总体评价略高于国内水平，对各项基础设施的关注度远高于国内评价，但满意度却远低于国内评价，且国外顾客的意见分散程度大大高于国内顾客；②两者对各项设施设备的关注度和满意度存在明显差异；③国外顾客更愿意在客观评价的基础上将酒店推荐给他人；④国外评价的回复率略低，但回复质量和实际利用效果大大优于国内水平。最后，针对性地提出了相关建议。

A Comparison Research of Online Commentary about Service Quality in Sino-foreign International High-rated Chain Hotels

The hotel service quality is an important part of the study of the domestic and foreign relevant research in hotel industry field.There have made some achievements and set up a file in the service quality evaluation and comparison of Chinese and foreign hotel,but the research has not covered the service quality evaluation contrast of high-rated international chain hotels at home and abroad.On the basis of the related works,this paper established the service quality evaluation index system of international high-rated chain hotels,then a lot of the customer comments from http://www.daodao.com/ online.With the method of Content Analysis,we deal with the 1 035 samples in quantization,and analyze the customer service quality evaluation of the high-rated international chain hotels which are at home and abroad,the main conclusions are as follows: First,the foreign evaluation is slightly higher than the domestic one,the attention of infrastructure in foreign evaluation is much higher than domestic evaluation,but the satisfaction of the infrastructure has an inverse result.What’s more,the dispersion degree of the foreign customers’ opinion is much higher than domestic customers.Second,both the attention degree and the satisfaction performance of various facilities have significant difference.In addition,the foreign customers are more willing to recommend the hotels to others depend on the foundation of an objective evaluation.Again, the recovery rate of foreign evaluation by the aboard hotels is slightly lower than the hotels in China,but the quality and actual effect of reply is much better than domestic level.At last,combining the specific conditions of international and domestic hotel with the comment on the detailed contents of the samples,the author analyzes the main reasons that cause the differences above.At the end of this paper,some corresponding suggestions future research are also discussed.