中文摘要：

本研究通过采用分层抽样法和系统抽样法抽取了易龙网上的10个城市的200家三一五星级饭店．运用文本分析法（content analysis）对每一家饭店的网友评价进行分类评分，最后运用SPSS统计软件对结果进行对比和统计。研究结果表明，中国国内旅游者同国际旅游者一样富有经验，他们对于总台接待、客房服务、房间大小这些与饭店星级紧密相关的因素非常重视。本研究为如何评价中国饭店业的服务质量提供了一个可行途径和有益借鉴。

英文摘要：

The research presents the findings from a content analysis of domestic tourists＇ comments on the Chinese third party hotel online booking website elong, com. Stratified sampling and systematic sampling methods are used in the selection of hotels and cities. Guest comments on 200 hotels located in 10 cities ranging from 3 - star to 5 - star properties are analyzed. The research findings are that the Chinese domestic tourists are no less sophisticated customers than international tourists in purchasing hotels, especially star rated hotels. The facilities, front office procedures, housekeeping service, and room size are important factors contributing to the guests perceptions of the hotel standards as opposed to the star rating of the hotel. The research findings are useful for China＇ s hospitality industry to improve its quality service and offer a useful and economic tool in evaluating the quality service by using content analysis.