基于网络文本分析的旅游景区服务质量提升研究——以九寨沟风景区为例  

Research on Service Quality Improvement of Tourist Attractions Based on Web Text Analysis——Taking Jiuzhaigou Scenic Area as an Example

作　　者：郭君彦 陈倍 侯成 

机构地区：[1]西南石油大学经济管理学院,四川南充637000

出　　处：《大众科技》2023年第8期223-227,共5页Popular Science & Technology

基　　金：四川省南充市科技局市校科技战略合作项目“文旅融合背景下南充市非物质文化遗产旅游开发研究”(SXQHJH003)。

摘　　要：旅游景区的服务质量对游客满意度、体验、感知价值等维度具有重要影响,文章选取九寨沟风景区作为案例点,利用爬虫软件提取游客在携程、马蜂窝上对景区的评论有效数据1 137条,借助ROST CM软件通过语义网络分析、高频特征词以及情感分析对游客感知的景区服务质量进行研究,研究发现游客对九寨沟风景区的景区管理等服务方面仍存在不满意之处,文章对九寨沟风景区服务质量欠缺之处提出针对性的建议,以期提升景区服务质量。The service quality of scenic spots has an important impact on the dimensions of tourists'satisfaction,experience and perceived value.This paper selects Jiuzhaigou Scenic Area as a case point,and uses crawler software to extract 1137 valid data of tourists'comments on the scenic spot on Ctrip and Hornet's Nest.Using ROST CM software to study the service quality of scenic spots perceived by tourists through semantic network analysis,high-frequency feature words and sentiment analysis.The research found that tourists are still dissatisfied with the management of Jiuzhaigou scenic Area and other services.For this reason,this paper puts forward some suggestions on the deficiency of service quality of Jiuzhaigou Scenic Area,with a view to improving the service quality of the scenic area.

关 键 词：网络文本 服务质量提升 九寨沟 

分 类 号：F592[经济管理—旅游管理]