高星级饭店客人感知舒适度评价指标体系研究

发布时间：2019-03-12 15:14

【摘要】：国内外对饭店舒适度的研究停留在一般概念性探讨上,缺乏系统的深入研究。文章以人体工程学理论为基础,结合顾客感知价值和顾客满意度等相关理论,得出饭店舒适度的概念,并初步构建饭店舒适度指标体系。然后以高星级饭店入住者为对象实施问卷调查,通过频数分析、信度分析、因子分析,筛选并确定了高星级饭店舒适度评价指标体系。研究显示,客人感知舒适度一级因子中,心理舒适度受重视程度最高;客人总体舒适度感知受知觉舒适度边际影响较大;从行为舒适度来讲,外部环境行为与内部环境行为同样对客人舒适度感知产生较大影响。舒适度与顾客满意度相关性较高,饭店舒适度对顾客满意度提升具有积极作用。影响高星级饭店舒适度的主要因素由高至低依次是基本服务、人体感知、外部环境行为、设施用品、个性服务、内部环境行为和装饰风格。
[Abstract]:The study of hotel comfort at home and abroad stays on the general conceptual discussion and lacks systematic and in-depth research. Based on the theory of ergonomics, combined with the related theories of customer perceived value and customer satisfaction, this paper obtains the concept of hotel comfort, and constructs the index system of hotel comfort. Then a questionnaire survey was conducted on the occupants of high-star hotels. Through frequency analysis, reliability analysis and factor analysis, the evaluation index system of comfort degree of high-star hotels was selected and determined. The results showed that psychological comfort was the most important factor in the first-order factor of perceived comfort, and the marginal effect of perceived comfort was greater than that of the first-order factor of perceived comfort, and that the degree of psychological comfort was the most important factor. In terms of behavioral comfort, external environmental behavior and internal environmental behavior also have a great impact on guests' comfort perception. Comfort is highly correlated with customer satisfaction, and hotel comfort plays a positive role in improving customer satisfaction. The main factors influencing the comfort of high-star hotel are basic service, human body perception, external environmental behavior, facility supplies, individual service, internal environmental behavior and decoration style from high to low.
【作者单位】：暨南大学管理学院旅游管理系;广东省旅游局;
【基金】：广东省普通高校人文社会科学重点研究基地重大项目(09JDXM63004) 教育部人文社会科学研究一般项目(09YJA790085)资助~~
【分类号】：F719;F274;F224

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