基于在线评论分析经济型酒店的顾客满意度影响因素  

Analysis on the Influencing Factors of Customer Satisfaction of Budget Hotels Based on Online Reviews

作　　者：张欣欣[1] ZHANG Xin-xin(School of Business, Anhui Xinhua University, Hefei 230088, China)

机构地区：[1]安徽新华学院商学院,合肥230088

出　　处：《西安文理学院学报（自然科学版）》2021年第2期43-47,共5页Journal of Xi’an University(Natural Science Edition)

基　　金：安徽省高校自然科学重点项目(KJ2018A0590);安徽新华学院2017年校级质量工程项目(2017jpckx14)。

摘　　要：旅游电子商务飞速发展,酒店预定业务日趋典型,并受在线评论的影响.经济型酒店服务水平有限,面向大众,消费者购买决策容易受顾客体验评价的影响.基于python技术爬取携程网关于经济型酒店的在线评论,通过对在线文本内容研究,运用多元统计回归模型分析影响经济型酒店顾客满意度的主要因素.结果表明,5类体验11种影响因素对顾客满意度呈显著正相关,感知价值、客房环境、服务质量、附加环境以及客房舒适度是影响顾客满意度的重要因素.With the rapid development of tourism e-commerce,hotel reservation business is becoming more and more typical and affected by online reviews.The service level of budget hotels is limited,facing the public,and consumers'purchase decisions are easily affected by customer experience evaluation.Based on Python technology,we can crawl the online comments about budget hotels on Ctrip.Through the research of online text content,the main factors that affect the customer satisfaction of budget hotels are analyzed by using multiple statistical regression model.The results show that there is a significant positive correlation between 11 influencing factors for five types of experience and on customer satisfaction.Perceived value,room environment,service quality,additional environment and room comfort are the important factors influencing customer satisfaction.

关 键 词：顾客体验 经济型酒店 在线评论 消费者满意度 文本分析 

分 类 号：F719.2[经济管理—产业经济] TP391.1[自动化与计算机技术—计算机应用技术]