Influencing factors of the COVID-19 epidemic on accommodation customers atisfaction : case study of Chengjiang Xiaowan Residential Village, Yunnan

Abstract

This paper aimed to study the influencing factors of the COVID-19 Epidemic on customers’ value perception, focusing on those staying at Chengjiang Xiaowan Residential Village, Yunnan, during the COVID-19 epidemic. The instruments were unstructured interviews through a formal questionnaire and an interview form to obtain data in four dimensions: quality demand, function demand, extension demand, and price demand. The respondents were practitioners, residents, managers, and Internet commentators in the area. Data were analyzed using statistics, and factors affecting customers’ perception and the satisfaction during the epidemic were verified. The research suggested the use of SWOT analysis in combination of the improvement of customers’ satisfaction for future development. The result of the research could be an inspiration and reference for the sustainable development of B & B industry in Ethnic Minority Areas during the epidemic.