A Study Of Customers' Perceived Service Quality Of Upscale Hotels In Fuzhou City—Based On EWOM

Tourism in Fuzhou city have been developed rapidly in recent years.Tourism service quality becomes a key factor for the sustainable tourism development in Fuzhou.Improving service quality of upscale hotels in the view of customer perception is an important research content for current Tourism development in Fuzhou.For the sharply development of upscale hotel,this research put forward the possibility and necessity of studying hotel service quality evaluation by using online reviews,and the research method was literature review,content analysis and in-depth interview.During literature review,service quality has many problems from customers,perception.The research defined service quality,customer perceived service quality,upscale hotels and online reviews,and then analyzed reliability of this research with three research foundation,such as service encounter,Hofstede's cultural dimensions and Contract theory.The thesis studies Chinese and foreigners' perceived service quality of upscale hotels in Fuzhou by analyzing their online comments on www.tripadvisor.cn After Reliability and validity were verified,service quality online comment analysis system was set up and then online reviews were coding,the SPSS 18.0 was applied to analyze the data.Finally a conclusion was made that Chinese and foreign customers'perceived service quality differently in terms of hotel equipment and basic service,and then analyzed the reasons that cause their different service quality perceptions from culture effects,previous experience and psychological preferences.In order to further verify the reliability of the conclude,in-depth interview method was used as a supplement.The research provided some suggestions on improving service quality from hotel equipment and basic service on the basis of research result.The last part of this thesis,some proposals on further study were offered.