摘要
受新冠肺炎疫情的影响,我国部分五星级酒店餐饮服务出现顾客满意度下降的趋势,对酒店的高质量发展产生不良影响。本文通过抽样选取全国范围内具有影响力的25家五星级酒店餐厅构成研究样本,根据大众点评网点评信息量化顾客满意度,从口味满意度,环境满意度、服务满意度,性价比满意度四个维度进行评价,并采用对比分析法揭示了疫情后期与疫情前同期我国五星级酒店餐饮服务质量的差异情况及存在的问题。结果表明:疫情后期,我国五星级酒店餐饮服务质量总体提升,但各区域不均衡,北京和上海地区的酒店提升较多;四个评价因子中口味、环境、性价比的满意度均有上升,而服务满意度略有下降。最后有针对性地从市场导向、企业责任、管理模式、网络营销、文化创新等五个方面给出了提升我国五星级酒店餐饮服务质量的建议。
Affected by the COVID-19, the catering service quality of some five-star hotels in China have shown a downward trend in customer satisfaction, which has a negative impact on the high-quality development of hotels. This paper selects 25 influential five-star hotels nationwide to form a research sample, quantifies customer satisfaction based on Dianping.com’s review information from four dimensions: taste satisfaction, environment satisfaction, service satisfaction and cost performance satisfaction, and adopts a comparative analysis method to reveal the differences in catering service quality of Chinese five-star hotels during the postepidemic period and the same period before the epidemic. The results show that in the postepidemic period, the catering service quality of five-star hotels in China improved overall, but it was unbalanced among different regions, for instance, the hotels in Beijing and Shanghai had a higher improvement. In the four evaluation factors, the satisfaction of taste, environment and cost performance all increased, while the satisfaction of service decreased slightly. Finally, some suggestions to improve the quality of catering service in five-star hotels in China are put forward from five aspects, including market orientation, corporate responsibility, management mode, network marketing and cultural innovation.
作者
孙玉琴
陈晓琪
周秦汉
SUN Yuqin;CHEN Xiaoqi;ZHOU Qinhan(School of Hotel Managment,Shanghai Business School,Shanghai 201400,China;Department of Information and Network Security,Shanghai Police College,Shanghai 200137,China)
出处
《上海商学院学报》
2020年第6期32-47,共16页
Business Economic Review
基金
企业横向课题“上海市酒店市场农产品需求情况调查”(2019.11-2020.06)。
关键词
后疫情时代
五星级酒店
餐饮服务质量
顾客满意度
网络点评
post-epidemic period
five-star hotel
catering service quality
customer satisfaction
online review
