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The Research on the Hotel Safety Evaluation Based on Customer Perception

Author: ZhangCui
Tutor: XieChaoWu
School: Huaqiao University
Course: Tourism Management
Keywords: the customer perspective safety perception hotel securityevaluation fuzzy comprehensive evaluation
CLC: F719
Type: Master's thesis
Year: 2013
Downloads: 1
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Abstract


Hotel safety caused more and more great concern and attention form the industryand academia. The construction of the hotel security evaluation system under thecustomer perspective, not only expends and extends the theoretical content of thehotel security research, but also promotes the implementation of the hotel safetymanagement work. Meanwhile, it promotes and enhances the level of securityservices in the hotel industry.The research combines literature analysis, interviews, field research methods tobuild the hotel safety evaluation system, and makes use of factor analysis to verify therationality of the index system. While it uses the analytic hierarchy process and fuzzycomprehensive evaluation method conduct an empirical evaluation study on the hotelsafety, and analyzes the customer security perception on the hotels of different levels.In the stage of theoretical research, the research uses literature review elaboratessystematically the hotel security evaluation. And it initially determines influencefactors of hotel security from the four structural dimensions of the safety of hotel staff,facilities and equipment safety, environmental safety and security management work.Then combines customer interviews and expert interviews perfect the hotel safetyevaluation index under customer perspective. At the same time, makes use of the dataconduct descriptive analysis, sample reliability analysis and validity analysis, so as toverify the reliability of sample data and the perfection and scientific of the hotelsecurity evaluation system.In the stage of the empirical evaluation, the study focuses on the setting of thehotel safety evaluation index weight and the evaluation of customer safety perception.Firstly, the research selects analytic hierarchy process and expert scoring todetermine the index judgment matrix of hotel safety evaluation, calculates the indexweight vector and conducts its consistency test by using matlab software, to obtainthe weight of hotel security evaluation factor.Secondly, starting from different levels of the hotel, the study compares thedifferences in customer safety perception. The study finds that customer safetyperception varies between the different levels of the hotel.①the higher star hotel, thebetter security services that the customer can perceive.②the meticulous, professional hotel security services meet customer security requirements easier. At the same time,through the case study, we find that the hotel security evaluation system undercustomer perspective designing by the research has universality, not only applies tothe hotel industry, but also for the safety evaluation studies in a single hotel.

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CLC: > Economic > Trade and Economic > Domestic Trade and Economic > Services sector
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