网络点评对酒店产品质量的影响研究——以厦门佰翔五通酒店为例

122摘 要随着互联网的飞速发展，使得线上旅行社的发展更加成熟，报告显示 OTA 线上旅行社占据了酒店业百分之八十以上的市场份额。酒店与互联网的关系也日益密切，越来越多的人在购买酒店产品选择网上购买，在催生酒店诸多线上产品的同时，线上购买体系也日趋完善，OTA 线上旅行社是酒店互联网发展的集中体现 ，OTA 在线网络点评好坏更是对酒店未来的发展，对酒店产品质量起着举足轻重的作用，同时对传播酒店文化，塑造企业形象，改善企业口碑，酒店发展创新有着极其重大的联系。通过对特定酒店线上网络点评的分析，运用资料分析，图表统计，文献参考等方法，对特定酒店线上网络点评进行系统分析，了解顾客需求的同时明确酒店发展过程中出现的问题，如酒店存在网络评分低，线上差评数量多，顾客消费满意度低，酒店餐饮客房产品质量差，酒店产品性价比低等问题，针对这些问题提出：提高酒店网络评分，改进用户差评，改进酒店各部门产品质量，提高顾客满意度，提高酒店管理质量等对策。关键词：酒店；网络点评；酒店产品质量；23AbstructWith the rapid development of the Internet, making the development of online travel agencies more mature, the report shows that OTA online travel agencies account for more than 80% of the market share of the hotel industry. The relationship between hotels and the Internet is becoming more and more close, more and more people are choosing to buy hotel products online, while giving birth to the hotel's many online products, the online purchase system is becoming more and more perfect, the OTA online travel agency is the concentrated embodiment of the hotel's Internet development, the quality of OTA online online review is more and more important to the hotel's future development, at the same time, it is very important to spread the hotel culture, shape the enterprise image, improve the enterprise reputation, the hotel development innovation has the extremely important connection. Through the analysis of the specific hotel online network review, using the met...