Research On Quality Improvement Of B&B Service Based On QFD

With the development of China’s economy and the improvement of people’s living standards,people’s demand for quality of life has become higher and higher,and tourism has become a major form of recreation and leisure for modern people.In contrast to the traditional tourist attractions,modern tourists are more interested in natural and comfortable countryside living,and rural tourism and rural B&B have emerged and continue to grow in popularity.How to improve the quality of B&B services,and thus enhance tourist satisfaction,is an important step in promoting the sustainable development of B&B.There are many ways to manage service quality in B&B,but these methods tend to be based on the problems that have arisen,and there are fewer ways to improve service quality from the perspective of tourists’ needs,while Quality Function Deployment(QFD)is a method that maximises integration with tourists’ needs and makes up for the shortcomings of current B&B service quality improvement.In this paper,we examine the theoretical and practical aspects of QFD in the context of the current B&B service quality improvement.Therefore,based on a comprehensive analysis of the current state of theoretical research at home and abroad,this paper firstly elaborates on the concept and working principle of QFD,and suggests that QFD be introduced as a technical tool to improve the service quality of villagers’ lodging in Yixing Longshan,and constructs a QFD-based service quality improvement model for villagers’ lodging in Yixing Longshan.Secondly,in the specific implementation process,the affinity diagram method(KJ method)was used to collate and obtain tourists’ needs,and then the importance of tourists’ needs was calculated through a questionnaire survey.After that,the service quality elements of the homestay are expanded,and the transformation from the importance of tourist demand to the importance of service quality elements is quantitatively realized through the correlation analysis between tourist demand and service quality elements,and then the service quality elements related to tourist needs to be improved by Yixing Longshan Village Homestay are determined,mainly including: tangible facilities and goods support,service personnel training management,sound system implementation,business personnel training,and expert design of business premises.Finally,according to the data obtained from the above analysis,Yixing Longshan Village Homestay Service Quality House is constructed,and a systematic and comprehensive engineering quality improvement model is established,so as to put forward targeted countermeasures for Yixing Longshan Village Homestay Service to improve facilities and equipment,establish service specifications,improve the assessment and incentive system,and hire professionals to plan and design.