Study On The Influencing Factors Of Customer Satisfaction Of Town Residence

On August 15,2017,the National Tourism Administration issued the industry standard "Basic Requirements and Evaluation of Tourist Residence".The document pointed out that tourist accommodation refers to the use of local idle resources,the participation of people hosts in reception,providing small accommodation facilities for tourists to experience the local natural,cultural and productive lifestyles,and defined the classification of tourist accommodation(according to the location of different tourist residences.For: 1.Town accommodation;2.Country accommodation),evaluation principles,basic requirements,facilities,environment,health,grade and grade evaluation criteria.At last,the lodging has its legal status.Because of the differences between urban and rural residential accommodation,there are great differences in product characteristics,service content,core attractions and so on.There is a huge contradiction between the current vigorous development of urban residential accommodation and the lack of research.Firstly,based on the current mixed use of the concepts of "residential","family hotel","residential inn","hotel apartment" and "short rental room",this paper makes a thorough literature analysis of the above concepts.The results show that there are great differences in the location,service content and service objects between urban residential quarters,family hotels and residential inns.Hotel apartment is a subdivision type of current urban residential housing,while short-rent housing is the most typical form of urban residential products based on Internet technology.Combining with the blank state of the industry's research on urban residential accommodation,this paper identifies the research object as short-term rental of urban residential accommodation.Through reviewing the literature,it is found that the current domestic and foreign scholars mainly focus on business model,trust,legitimacy and other aspects,and lack of research onurban residential housing itself.In the current town accommodation.In terms of research methods,this paper firstly combs the current research situation and effective supply theory of urban residential quarters by using literature analysis method.Secondly,using content analysis method,this paper selected the C2 C platform to meet the requirements of urban residential evaluation as the research sample,extracted a total of five categories of 45 influencing factors.The second step is to establish the evaluation index framework of customer satisfaction of urban residential quarters,and to evaluate the content of customer comments.Secondly,SPSS23.0 was used for descriptive statistical analysis.Finally,the IPA model is analyzed.The frequency of the index mentioned in the evaluation content is used to indicate the degree of customer's attention to the index,and IPA comprehensive analysis is made with the index satisfaction score obtained by the content analysis method.Clear the current Chengdu Chunxi Road Town Residence Improvement Level Priority of various indicators.In terms of research conclusions,1)Through word segmentation,high frequency word merging,social network semantics analysis of evaluation content,combined with the evaluation of netizens on Chengdu Chunxi Road Town Residence,a total of 45 factors including "room","landlord","geographical location","security" and "cost-effectiveness" were extracted.2)In the room of Qianchunxi Road,the basic accommodation conditions such as sound insulation,air conditioning,hot water and bathroom still have room for improvement;in the east of the room,basic services,additional services and personalized services satisfy the customers;in the location,surrounding transportation,shopping and surrounding catering,the satisfaction of customers is high,but the surrounding environment is satisfactory.In terms of safety,the score of peripheral safety is higher than that of room safety,and in terms of cost-effectiveness,customer satisfaction is higher.3)Based on the above part of the research results,this paper puts forward the strategies to improve the satisfaction of urban residential customers.Mainly include "ensuring basic accommodation conditions of urban residential quarters,guaranteeing customers' accommodation experience","enhancing the function of urban residential areas,enhancing added value of products","ensuring the authenticity of urban residential housing sources,appropriately reducing expectations","enriching the types of residential services in urban areas,strengthening host-guest relations","ensuring the safety of urban residential areas,building harmonious neighborhood relations","Ming Ming Dynasty","Ming Dynasty".To clarify the market positioning and form the differentiation of residential products.