基于顾客感知视角的酒店安全评价研究

发布时间：2019-03-02 08:16

【摘要】：酒店安全越来越引起业界和学界的高度关注与重视。顾客视角下的酒店安全评价体系的构建，不仅拓展和延伸了酒店安全研究的理论内容，而且推进了酒店安全管理工作的实施，同时有助于促进并提升酒店业安全服务水平。研究结合文献分析、访谈、实地调研等方法构建酒店安全评价体系，并利用因子分析验证指标体系构建的合理性。同时采用层次分析法、模糊综合评价法对酒店安全进行实证测评研究，并分析不同层级酒店的顾客安全感知。在理论研究阶段，研究利用文献综述法对酒店安全评价进行系统阐述，从酒店人员安全、设施设备安全、环境安全和安全管理工作等四个结构维度出发，初步确定酒店安全评价影响因素，然后结合顾客访谈和专家访谈完善顾客视角下的酒店安全评价指标。同时运用调研数据对其进行描述性分析、样本信度分析和效度分析，从而验证样本数据的可靠性与酒店安全评价体系结构的完善性和科学性。在实证测评阶段，研究主要围绕酒店安全评价指标权重设定和顾客安全感知评价等两个问题进行展开研究。首先，研究选用层次分析法并通过专家打分确定酒店安全评价指标判断矩阵，并利用matlab软件计算指标的权重向量，并对其进行一致性检验，从而获得酒店安全评价因子的权重。其次，研究从不同层级酒店出发，对顾客安全感知差异进行比较研究。研究发现，，不同层级酒店之间，顾客安全感知不一。①酒店星级越高，顾客可感知的安全服务越好；②精细化、专业化的酒店安全服务更容易满足顾客安全需求。与此同时，通过个案研究，可知研究所设计的顾客感知视角下的酒店安全评价体系具有普适性，不仅适用于酒店行业，而且适用于某一单体酒店的安全评价研究。
[Abstract]:Hotel security has attracted more and more attention from industry and academic circles. The construction of hotel safety evaluation system from the perspective of customers not only expands and extends the theoretical content of hotel safety research, but also promotes the implementation of hotel safety management, and helps to promote and promote the level of hotel safety service. The research combined with literature analysis, interviews, field research and other methods to construct hotel safety evaluation system, and use factor analysis to verify the rationality of the index system. At the same time, the analytic hierarchy process (AHP) and the fuzzy comprehensive evaluation method are used to evaluate the hotel security, and the customer safety perception of different levels of hotel is analyzed. In the stage of theoretical research, this paper makes a systematic exposition of hotel safety evaluation by means of literature review, starting from four structural dimensions: hotel personnel safety, facility and equipment safety, environmental safety and safety management. The influencing factors of hotel safety assessment are determined, and then the index of hotel safety evaluation from the perspective of customer interview and expert interview is improved. At the same time, descriptive analysis, sample reliability analysis and validity analysis are used to verify the reliability of sample data and the integrity and science of hotel safety evaluation system structure. In the stage of empirical evaluation, the research focuses on two issues: hotel safety evaluation index weight setting and customer safety perception evaluation. Firstly, the analytic hierarchy process (AHP) is used to determine the judgement matrix of hotel safety evaluation index, and the weight vector of the index is calculated by matlab software, and the consistency test is carried out to obtain the weight of hotel safety evaluation factor. Secondly, this paper makes a comparative study of customer safety perception differences from different levels of hotels. It is found that the higher the hotel star level, the better the customer's perceived security service. (2) the finer the hotel security service is, the more easily the professional hotel security service can meet the customer's safety needs. At the same time, through the case study, it can be seen that the hotel safety evaluation system designed by the Institute is universal, not only for the hotel industry, but also for the study of the safety evaluation of a single hotel.
【学位授予单位】：华侨大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F719

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