Research on the Service Quality Improvement of Guilin Homestay Based on Online Bad Reviews

Abstract

In the era of digital economy, customer online reviews are an important basis for measuring the service quality of homestays and a keyfactor influencingfuture consumer decisions. Taking Guilin homestay as an example, we collected online bad review texts on Ctrip.com, coded the content of online bad reviews in layers by applying the grounded theory method, and sorted out and summarized the model offactors influencing the service quality of Guilin homestay. The results show that among the main factors causing customer dissatisfaction, operation service is the core factor, facilities and equipment is the key factor, transportation location is the basic factor, and safety and hygiene is the guarantee factor. Based on this, countermeasure suggestions such as improving infrastructure, implementing standardized management, and attaching importance to tourism experience are proposed at both government and homestay levels in order to improve the service quality of Guilin homestay and help Guilin build into a world-class tourism city.