摘要
以合肥北城世纪金源大饭店的网络评论为依据,通过质性分析总结并编制出调查问卷。利用因子分析法将顾客对服务质量的感知指标进行分类,最终将25个指标划分为"有形性服务感知""便捷性服务感知""服务技能感知""购后总体评价感知"四个类别,并采用多元线性回归分析进行初步探究,发现该酒店的顾客更看重服务人员的服务质量。最后利用因子分析权数法确定各指标权重,同时用模糊评价法确定因子评价得分,再通过IPA分析找出各因子之间存在的关系,并结合对顾客的访谈情况提出4条改进建议。
Based on the network reviews of Century Jinyuan Hotel in Beicheng, Hefei, this paper compiles a questionnaire by qualitative research. Moreover, it uses factor analysis method to classify customer’s perception index of service quality of the hotel and finally divides 25 indexes into four categories:"tangible service perception","convenience service perception","service skill perception"and"overall perception of customers after purchase". Then it combines multiple linear regression analysis to analyze the service quality of hotel preliminarily and finds that the customers of the hotel pay more attention to the service quality of servicers. Finally, this paper uses factor analysis weight method to determine the weight of each index, adopts fuzzy evaluation method to determine the factor evaluation score. In the end,it finds out the relationship among factors through IPA analysis and puts forward four improvement suggestions based on the interview with customers.
作者
赵文炜
王懿
王晓静
Zhao Wenwei;Wang Yi;Wang Xiaojing(Department of Business Administration,Hefei college of Economics,Hefei 230000,China)
出处
《黄山学院学报》
2021年第2期30-37,共8页
Journal of Huangshan University
关键词
合肥北城世纪金源大饭店
顾客感知
服务质量
Century Jinyuan Hotel in Beicheng
Hefei
customer perception
service quality
