Research On The Strategy Of Improving Customer Satisfaction Of Rural Homestay Inn Under The Circumstances Of COVID-19 Epidemic Regular Prevention And Control

Under the current era,material needs of people are increasing gradually.Rural homestay inn as a new tourist product,with both warmth and spirit is very popular among public.With the gradual development of rural tourism,rural homestay inn product has become the mainstay strength for promoting tourism.However,the sudden epidemic has suspended the operation of tourism in an all-round perspective,and has also brought a huge impact on the development of rural homestay inn.Therefore,this paper takes the sample of rural homestay inn in Henan Province,under the China COVID-19 Epidemic Regular Prevention and Control background,finding influencing factors from customer comments,putting forward hypotheses and verifies them,further enriched researches on customer satisfaction on rural homestay inn which has a significant meaning to overcome of rural homestay inn with COVID-19 Epidemic impact.This paper analyzes the difficulties and opportunities of rural homestay inn after the outbreak of the epidemic,and points out that improving the customer satisfaction is the key starting point for rural homestay inn to overcome epidemic dilemma,under the methodology of capturing customer comments after epidemic by Octopus software tech,then analyzing high-frequency word,semantic meanings and emotions among an internet commenting sample of 10 B&Bs in Henan Province by Rost CM6 software.It comes to a conclusion that the facilities,equipment,environment,service,health,location,characteristics and price of the home stay affected the experience and perception of customers;these factors have crucial effects on customers’ satisfaction to rural homestay inn.According to the analysis results,under the guidance of SCSB model,this paper constructs the research model of influential factors of customers’ satisfaction and puts forward relevant assumptions.Then,the questionnaire was designed according to the hypothesis and mature scale,and the customers who had stayed in rural homestay inn after the epidemic were investigated.Finally,260 valid questionnaires were obtained;the reliability and validity of the questionnaire were analyzed by using spss21.Confirmatory factor analysis on the questionnaire was carried out by os21.0 software.The results show that facilities,equipment,environmental comfort,service quality,health status,prominent characteristics and cost performance have significant positive impacts on customer satisfaction.So far location superiority has no impact to concern.Accordingly,some countermeasures are put forward,such as improving infrastructure and equipment,creating a comfortable environment,improving the level of service quality,improving the quality of sanitary environment,highlighting the characteristics of rural homestay inn,and formulating appropriate prices,so as to promote the high-quality development of rural homestay inn.