基于网络文本分析的民宿体验感知研究——以江苏省民宿业为例  

Study on B&B Experience Perception Based on Network Text Analysis——Taking the B&B Industry in Jiangsu Province as an Example

作　　者：王文婧 陈雪琼[2] WANG Wen-jing;CHEN Xue-qiong(Nanjing City Vocational College,Nanjing,211200,Jiangsu;Huaqiao University,Quanzhou,362000,Fujian)

机构地区：[1]南京城市职业学院,江苏南京211200 [2]华侨大学,福建泉州362000

出　　处：《南京开放大学学报》2022年第3期73-78,共6页Journal of Nanjing Open University

基　　金：江苏高校哲学社会科学研究项目“康养旅游发展背景下民宿业态服务创新路径研究”(2020SJA0851)。

摘　　要：以携程网江苏民宿住客评论文本为数据来源,采用内容分析法和ROSTCM内容挖掘软件,运用定性与定量相结合方法,实证研究江苏民宿住客体验感知。通过对数据进行高频特征词提取、情感评价、语义网络分析,得出如下结论:江苏民宿住客最为关注民宿软性服务,其次是环境和硬件设施。住客整体上持满意态度,但存在房间设施规划不合理、隔音效果差、部分房东热情度不够等问题。根据分析结果,从重视房东服务技能培养、注重民宿设施精准化打造、抓好民宿基本服务质量等方面,提出提升民宿服务质量相应对策。Based on the data of Jiangsu B&B residents’comments from ctrip.com,this paper uses content analysis method and ROSTCM content mining software to conduct an empirical study on residents’experience perception to B&B in Jiangsu by using both qualitative and quantitative methods.Through the extraction of high-frequency feature words,emotional evaluation and semantic network analysis of the data,the following conclusions are drawn:Jiangsu B&B residents are most concerned about B&B soft services,followed by environment and hardware facilities.The residents are satisfied on the whole.However,problems exist such as unreasonable planning of room facilities,poor sound insulation effect and insufficient enthusiasm of some landlords.Finally,according to the analysis results,this paper puts forward corresponding countermeasures to improve the service quality of B&B from the aspects of attaching importance to the cultivation of landlord service skills,paying attention to the precise building of B&B facilities,and improving the basic service quality of B&B.

关 键 词：民宿 网络文本分析法 体验感知 江苏省 

分 类 号：F592.7[经济管理—旅游管理] F719.2[经济管理—产业经济]