Research On Evaluation Of Service Quality Of Hotel Website

With the vigorous development of Internet,more and more hotels establish theirwebsite for product promotion and business expansion,it has become atrend.Therefore,evaluation on service quality of website of Hotels is also atrend.Although the field of evaluation has attracted domestic and foreign experts andscholars,but the related research is only at the surface. As to the present situation, howto construct a reasonable and effective service quality evaluation system for hotels’website is very important. Whether from the quality of service and other basic theoryor from the hotel site actual applications, they are worthy of discussion and in-depthstudy of the problem.First of all, the quality of service, electronic service quality, consumer behaviorand other related concepts are summarized, which lays the theoretical foundation forfollow-up study.Secondly, the paper formed a basic idea on service quality evaluation system ofhotel website, the evaluation system includes5dimensions. At the same time, thepaper points out that the construction of the evaluation system by combining thequantitative analysis and qualitative analysis, combining the principles of subjectiveand objective.Then, in the above study train of thought and the construction principles, beginto construct a service quality evaluation system of hotel website. First, we selectedand determined the evaluation index by the expert evaluation method; Second, weused AHP to calculate each index weight, These results lay the foundation forsubsequent calculation.Finally, according to China’s Star Hotel evaluation standards, we selectedFive-star Hotels from Changsha City as our research objects, we obtain data through aquestionnaire survey, combined with the weight of evaluation index, and then use thefuzzy comprehensive evaluation method to evaluate the Five-star Hotels of ChangshaCity.