近日，中国旅游研究院(CTA)、全国饭店管理研究专家联席机构(CHM)发布了《2012年度中国高端饭店口碑排行榜》暨。此项研究以第三方慧评网在网络采集的海量饭店顾客点评数据为研究对象，用饭店服务质量测量理论建立研究模型,对2012年度中国高端饭店顾客满意度状况进行了分析研究,形成了基于网络环境下测量饭店顾客满意度状况的分析研究报告,并以研究结果对中国高端饭店进行了口碑排行。这是国内首次完全基于网络顾客点评数据的高端饭店口碑排行榜，该研究开创了大数据时代基于网络点评环境下高端饭店口碑测量的新径。

近日,China's tourism research institute(The CTA)/Hotel management experts, institutions throughout the country(CHM)released[China's high-end hotel reputation rankings for 2012]and.Evaluation of the research to the third party and wisdom network in massive hotel customer reviews data from the network as the research object,Research model is built up on hotel service quality measurement theory,Of 2012 year China high-end hotel customer satisfaction situation was analyzed,Formed based on the measurement of hotel customer satisfaction under the network environment in the analysis of the study,With the results of the study on China's high-end hotel reputation ranking.This is the first time domestic high-end hotel reputation full customer reviews based on network data list,It inaugurated the age of big data based on the network comments on high-end hotel reputation measurement under the environment of the new size.

　　随着互联网在旅游行业的普及应用，网络上出现了大量的客人因在线预订、入住体验而对饭店的点评内容，实际上是客人在网络环境下对饭店服务质量的自发的“问卷调查”结果。基于网络点评具有及时性、交互性、扩散性的特征，大数据时代，体验经济对酒店业赋予的机遇与挑战，饭店企业可以利用网络点评扩大好评的正面效力，降低差评的负面影响，测量服务质量的优选路径。

随着互联网在旅游行业的普及应用,Appeared on the Internet a lot of guests for online booking/The content of the review for hotel guest experience,Is, in fact, the guest in the quality of hotel service under the network environment of spontaneous"The questionnaire survey"As a result.Based on the network comments timely/interactivity/The characteristics of the divergent,Big data era,Experience economy gives the opportunities and challenges for the hospitality industry,Enterprises can take advantage of the hotel network comments on expanding praise the positive effect,Reduce the negative impact of bad review,The preferred path for measuring service quality.

　　本次报告主要完成了两大类型的饭店顾客满意度评价（评价范围为截止2012年12月31日之前）：一类是针对目前国内（不含港、澳、台）挂牌五星级饭店进行顾客满意度评价，挂牌的全部五星级饭店共758家；另一类是对国内（不含港、澳、台）四星级饭店进行顾客满意度评价，网络OTA上标注的四星级饭店共4422家。

本次报告主要To complete the两大类型的饭店顾客满意度评价(The evaluation scope for globe before December 31, 2012):One kind is based on the current domestic(Do not contain the port/Australia/Taiwan)Listed five-star hotel customer satisfaction evaluation,All listed five-star hotel, a total of 758;Another kind is for domestic(Do not contain the port/Australia/Taiwan)Four-star hotel customer satisfaction evaluation,Network OTA on 4422 four-star hotels.

　　CTA与CHM以‘模糊综合评价方法’和‘层次分析方法(AHP)’为研究工具,对2012年度全国五星级、四星级饭店顾客满意度测量研究，指导慧评网进行点评数据的采集分析。针对饭店的网络点评数据存在与互联网的多个站点，为了保证数据的完整性，慧评网把目前国内饭店点评量最大的六家网站作为饭店网络点评的数据来源，包括携程网、艺龙网、同程网、到到网、去哪网、大众点评网。此研究采用了617万条饭店点评，分别按照10个一级因子即位置、服务、客房、公共设施、餐饮、价格、卫生、睡眠舒适度、浴室、装饰风格等和24个二级因子作了系统分析，对高端饭店评价并选择顾客满意度最高的前300名饭店，完成了“2012年度中国豪华(挂牌五星级)饭店口碑排行榜”和“2012年度高端(OTA上四星级)饭店口碑排行榜”。

The CTA与CHM以‘Fuzzy comprehensive evaluation method’and‘Hierarchical analysis method(The AHP)’As the research tool,The 2012 annual national five-star/A four-star hotel customer satisfaction measurement research,Evaluation of guidance and wisdom network conduct the data collection and analysis.In view of the hotel in the review data with multiple sites of the Internet network,In order to ensure the integrity of the data,Hui to the current domestic evaluation of network of most restaurant reviews six sites as a source of data for hotel online comments,Including the ctrip/elong/With the process network/To the network/Where net/The public comment on net.This study adopted 6.17 million restaurant reviews,Respectively according to 10 primary factor is location/service/Guest room/Public facilities/Food and beverage/The price/health/Sleep comfort/The bathroom/Decoration style and 24 secondary factors, such as system analysis,Evaluation and choice for high-end hotel customer satisfaction the top 300 hotel,To complete the"2012 annual China luxury(Listing 5 star)Hotel reputation list"and"High for the year of 2012(Otas four-star)Hotel reputation list".

　　CTA与CHM发布的报告对大众休闲体验经济时代下，饭店业界、全国各省（直辖市）旅游局（委）系统提升高星级饭店的综合服务品质具有现实意义。同时，国内民族品牌饭店比照国际品牌饭店，对提高整体服务营运品质具有重要价值。

The CTA与CHM发布的报告对大众休闲体验经济时代下,Hotel industry/The provinces(Municipalities directly under the central government)Tourism bureau(committee)System to improve the quality of high star-rated hotels comprehensive service has a realistic significance.At the same time,Domestic national brand hotel according to the international brand hotel,To improve the overall service quality has an important value.