“互联网+”背景下无锡灵山胜境景区旅游满意度分析——以在线购后评价数据为基础  

Tourist Satisfaction of Wuxi Lingshan Scenic Area under the Background of Internet Plus Era: An Analysis Based on Online Post-purchase Evaluation Data

作　　者：张红英[1] 

机构地区：[1]无锡商业职业技术学院旅游管理学院,江苏无锡214153

出　　处：《无锡商业职业技术学院学报》2017年第5期68-71,共4页Journal of Wuxi Vocational Institute of Commerce

基　　金：江苏省高校"青蓝工程"优秀青年骨干教师培养资助项目(苏教师[2016]15号);无锡商业职业技术学院专业应用类课题"灵山景区旅游形象游客感知与官方传播对比研究"(KJXJ17422)

摘　　要：随着散客自助游市场的快速发展和在线消费点评信息的及时分享,购后满意度评价将会影响潜在旅游者的决策和旅游目的地形象的传播。文章以"淘宝"在线购后评价数据为基础,对无锡灵山胜境景区旅游满意度进行分析。首先通过样本的选取和预处理,使用数据挖掘软件进行高频词的统计和满意度的情感分析,然后使用扎根理论归类整理好评和差评内容,总结出游客的满意度,最后针对存在的问题提出对策,为无锡灵山胜境景区建设发展提供参考。With the rapid development of the independent tour market and timely share of online consumer reviews, post-purchase satisfaction evaluation will influence the decision of potential tourists and the spread of tourist destination image. Based on the Taobao online post-purchase evaluation data, this paper analyzes tourist satisfaction of Wuxi Lingshan Scenic Area. It first selects samples and preprocessed them, and, using data mining software, collects statistics of high frequency words and makes a sentiment analysis in terms of satisfaction.Then, using the grounded theory, it sorts out the contents of positive and negative reviews to sum up tourist satisfaction. Finally, it puts forward countermeasures to solve the problems and to provide reference for the development of the scenic area.

关 键 词：灵山胜境景区 满意度 评价 

分 类 号：F592.61[经济管理—旅游管理]