Research on Service Quality of Economic Hotels in Changsha——Based on Internet Evaluation Content of Customers

As economic chain hotels in Changsha have been flourishing in recent years,it is of significance to study the service quality of this kind of hotels. In order to get a full understanding of the service quality of such hotels,the author collected some information from CTRP. By setting up an evaluation system of service quality in economic hotels and using data-processing softwares to make quantitative analysis,this paper auquires the following facts of economic hotels in Changsha: Customers pay more attention to facilities and equipments of the hotel,especially accommodationbednetworkandsound insulation effect,which are closely related to the service quality of the hotel and have an great influence on customer satisfaction degree. Room cleanliness,network coverage,surrounding environment as well as the service attitude of staff are also expected to be improved. As a result,in order to improve the service quality of Changsha economic chain hotels,such hotels should perfect their facilities,improve staff' s service skills and attitude,strengthen quality inspection and optimize membership system to provide personalized service.