民宿行业服务质量研究分析——以Airbnb爱彼迎为例

民宿行业服务质量研究分析——以 Airbnb 爱彼迎为例 Analysis on the service quality of accommodation industry——Take Airbnb for example内容摘要伴随着互联网的快速发展，民宿行业也得以飞速发展。Airbnb、途家民宿、木鸟民宿、小猪等各大民宿平台把民宿这项服务带进了人们的手机里，人们的世界里；同时，这也给民宿平台带来了巨大的收益，引发了国内外学者的研究热潮。但作为一个新兴产业，民宿行业目前还存在着许许多多的不足，以至于还未能被许多消费者所认可；而作为最核心的民宿服务质量问题，牵扯到了许多因素。人们生活水平的提高必然伴随着人们对生活质量的要求越来越苛刻，对服务的要求也越来越精细，民宿如何满足消费者越来越严苛的要求，是学者长期研究的一个重要课题。本文综合消费者、民宿主以及在线民宿平台三方视角，构建包含 5 个维度、18 项指标的在线民宿平台评价指标体系。通过问卷调查，运用 IPA 分析法对民宿行业的服务质量进行分析研究，结果表明：民宿行业仍需对在线民宿平台本身以及民宿设施进行优化。关键词：民宿行业 服务质量 在线民宿平台 爱彼迎 Airbnb AbstractWith the rapid development of the Internet, the industry of home stay has been developing rapidly. Airbnb, Tujia homestay, woodbird homestay, piggy and other major homestay platforms have brought the homestay service into people's mobile phones and people's world; at the same time, it has also brought huge benefits to the homestay platform and triggered a research boom of scholars at home and abroad. However, as a new industry, there are still many deficiencies in the accommodation industry, so that it has not been recognized by many consumers; and as the core of the quality of accommodation service, it involves many factors. With the improvement of people's living standards, people's requirements for quality of life are becoming more and more stringent, and the requirements for service are becoming more and more refined. How to meet the increasingly stringent requirements of consumers for ...