评级与评级的对比 评价:官方的评级是否反映了客户的重要意义?
Mohammad Arzaghi1, Ismail H Genc1, Shaabana Naik2
1Department of Economics, American University of Sharjah, Sharjah 26666 United Arab Emirates.
Heliyon
|June 12, 2023
概括
酒店星级评级专注于酒店的特点,而客户评论则考虑附近的景点和设施. 差异影响酒店的效率和客户满意度.
科学领域:
- 酒店酒店管理的管理.
- 服务质量研究 服务质量研究
- 消费者行为分析 消费者行为分析
背景情况:
- 官方的酒店评级旨在指导消费者,但往往与客户的看法有所不同.
- 官方评级和客户评论之间的不对称信息可能会降低市场需求和酒店效率.
- 差异导致酒店经理的优先事项发生冲突,这可能会降低服务效率.
研究的目的:
- 为了研究官方酒店星级评级和客户评论分数之间的关系.
- 分析影响官方评级的因素的相似性和差异,与客户的看法对比.
- 了解评级差异对酒店管理和客户价值的影响.
主要方法:
- 利用位于迪拜的酒店数据集.
- 对官方星级评级和汇总的客户评价得分进行了比较分析.
- 检查了酒店特定特征,附近设施和位置在两种评级系统上的影响.
主要成果:
- 官方的星级评级主要反映了与酒店相关的内在特征.
- 客户评价得分包括酒店的设施和附近景点的价值.
- 某些酒店的设施在官方评级和客户评论中具有不同的权重.
结论:
- 官方评级和客户评论捕捉了酒店质量的不同方面.
- 解决官方评级和客户看法之间的差异对于提高酒店效率和客户满意度至关重要.
- 了解这些差异可以为酒店管理策略提供信息,以更好地符合客户的期望.
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