目录杭州西湖景区民宿的顾客满意度调查及改善建议研究......................1引言......................................................................................................2一、概念阐释..........................................................................................3（一）民宿的概念...........................................................................3（二）满意度的概念.......................................................................4二、民宿的顾客满意度样本调查........................................................5（一）研究对象...............................................................................5（二）问卷设计.............................................................................5（三）调查过程及分析方法...........................................................5三、游客满意度结果分析......................................................................5（一）信度分析...............................................................................5表1顾客满意度问卷的总体信度检验....................................5表2顾客满意度问卷中各维度信度检验................................5（二）基本情况分析.....................................................................61.民宿顾客特征分析................................................................6表3顾客基本特征分析............................................................62.信息渠道分析........................................................................63.入住民宿的动机分析............................................................7表5到访民宿的动机................................................................74.入住民宿时所担心的问题分析............................................7表6入住民宿时所担心的问题................................................75.民宿中存在的问题................................................................71表7民宿存在的问题................................................................8（三）顾客满意度结果对比分析.................
