A Comparison Research of Online Commentary about Service Quality in Sino-foreign International High-rated Chain Hotels
研究了中外国际高星级连锁酒店的服务质量评价差异，通过分析在线评论发现国外评价略高于国内，但基础设施满意度相反，且国外顾客意见更分散、更愿推荐酒店。
The hotel service quality is an important part of the study of the domestic and foreign relevant research in hotel industry field.There have made some achievements and set up a file in the service quality evaluation and comparison of Chinese and foreign hotel,but the research has not covered the service quality evaluation contrast of high-rated international chain hotels at home and abroad.On the basis of the related works,this paper established the service quality evaluation index system of international high-rated chain hotels,then a lot of the customer comments from http://www.daodao.com/ online.With the method of Content Analysis,we deal with the 1 035 samples in quantization,and analyze the customer service quality evaluation of the high-rated international chain hotels which are at home and abroad,the main conclusions are as follows: First,the foreign evaluation is slightly higher than the domestic one,the attention of infrastructure in foreign evaluation is much higher than domestic evaluation,but the satisfaction of the infrastructure has an inverse result.What's more,the dispersion degree of the foreign customers' opinion is much higher than domestic customers.Second,both the attention degree and the satisfaction performance of various facilities have significant difference.In addition,the foreign customers are more willing to recommend the hotels to others depend on the foundation of an objective evaluation.Again, the recovery rate of foreign evaluation by the aboard hotels is slightly lower than the hotels in China,but the quality and actual effect of reply is much better than domestic level.At last,combining the specific conditions of international and domestic hotel with the comment on the detailed contents of the samples,the author analyzes the main reasons that cause the differences above.At the end of this paper,some corresponding suggestions future research are also discussed.