The Research on Service Quality of International Youth Hostels inYunnan Province Based on Online Comments

Tourism Research ›› 2019, Vol. 11 ›› Issue (5) : 50-60.

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PDF(707 KB)
Tourism Research ›› 2019, Vol. 11 ›› Issue (5) : 50-60.

The Research on Service Quality of International Youth Hostels inYunnan Province Based on Online Comments

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Abstract

The evaluation and improvement of service quality of youth hostels is an important content of youth hostel management. This paper evaluates service quality of 18 international youth hostelsin Yunnan province by using Fuzzy Comprehensive Evaluation Method and Text Analysis Method basedon guest comment data from Ctrip Website. Results show that the overall service quality of internationalyouth hostels in Yunnan province is good. To be specific, guests are satisfied with service quality, environment quality and overall experience of international youth hostels in Yunnan province. As for facility quality, public area is more popular. The average scores of overall hardware facilities, room soundinsulation, refrigeration, heating equipment and network are low. As for geographical position, thescore for convenient access is low. As for the sanitary quality, sanitation condition of public toilets isbad.

Key words

international youth hostels / online comments / service quality

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The Research on Service Quality of International Youth Hostels inYunnan Province Based on Online Comments. Tourism Research. 2019, 11(5): 50-60
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