基于IPA分析的高星级酒店属性研究

商业研究

基于IPA分析的高星级酒店属性研究

姚延波，侯平平，刘亦雪

（南开大学旅游与服务学院，天津 300350）

收稿日期:2017-09-14 出版日期:2018-03-23
作者简介:姚延波（1966-），女，天津人，南开大学旅游与服务学院教授，博士生导师，研究方向：旅游企业管理；侯平平（1989-），女，安徽阜阳人，南开大学旅游与服务学院博士研究生，研究方向：旅游企业管理；刘亦雪（1988-），女，河南商丘人，南开大学旅游与服务学院博士研究生，研究方向：旅游企业管理。
基金资助:
国家社会科学基金项目“产业互联网下的旅行服务企业战略转型研究”，项目编号：17BGL121；国家旅游局规划项目“我国旅游市场秩序评价与创新型监管体系研究”，项目编号：17TABG011。

Research on the High-star Hotel Attributes based on IPA Analysis

YAO Yan-bo，HOU Ping-ping，LIU Yi-xue

(College of Tourism and Service Management, Nankai University, Tianjin 300350, China)

Received:2017-09-14 Online:2018-03-23

摘要/Abstract

摘要： 充分了解客户对酒店属性的需求和满意度，才能有针对性地提高酒店服务质量。本文以高星级酒店（4星和5星级）为研究对象，通过问卷调查顾客感知的酒店属性的重要性与满意度，运用配对样本T检验和IPA分析法等研究方法对二者的差异进行实证研究，结果表明：顾客感知酒店属性的重要性与满意度之间存在显著差距；酒店的安全保障、清洁度等18项属性处于优势区，需要酒店继续保持；酒店服务人员的仪容仪表、停车场等6项属性处于保持区，需要进行调整和优化；酒店有可供使用的折扣、可以提前用餐等属性处于改进区，需要酒店重点改进提高；酒店提供的服务物有所值处于弱势区，需要采取有效措施及时改进。研究有利于丰富酒店属性理论的相关研究，并为酒店的管理实践提供理论依据与改进建议。

关键词: 酒店属性, IPA分析法, 顾客满意度, 高星级酒店

Abstract: In order to improve the hotel service quality in a targeted way, it is necessary to explore the customer′s needs and satisfaction of the hotel′s attributes. This paper takes high-star hotels(4 stars and 5 stars) as the research objects, investigates the importance and satisfaction of customer-perceived hotel attributes through questionnaires, and uses paired sample T-test and IPA analysis method to carry out empirical study of their difference. The results show that there is a significant gap between the importance and satisfaction of customer perception of hotel properties;18 attributes such as hotel security and cleanliness are in an advantageous area, requiring the hotel to continue to maintain, while 6 attributes such as hotel service personnel′ grooming and parking are in the maintenance area, which needs to be adjusted and optimized; hotel offers discount, providing flexible dining hours are areas for improvement which needs hotels′ attention; the services provided by the hotel are in a vulnerable area and need to be improved in time by taking effective measures. This research helps to enrich the related research of hotel property theory and provide theoretical basis and suggestions for improvement of hotel management practice.

Key words: hotel attributes, importance-performance analysis(IPA), customer satisfaction, high star hotel

姚延波，侯平平，刘亦雪. 基于IPA分析的高星级酒店属性研究[J]. 商业研究.

YAO Yan-bo，HOU Ping-ping，LIU Yi-xue. Research on the High-star Hotel Attributes based on IPA Analysis[J]. 商业研究.

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