基于文本挖掘的用餐体验对顾客满意的影响——以海底捞为例  

Analyzing the impact of dining experience on customer satisfaction based on text mining:a case study of Haidilao

作　　者：魏胜[1] 梅抗杰 王长城 WEI Sheng;MEI Kangjie;WANG Changcheng(School of Management,Harbin University of Commerce,Harbin,Heilongjiang 150028,China)

机构地区：[1]哈尔滨商业大学管理学院,黑龙江哈尔滨150028

出　　处：《美食研究》2024年第4期29-37,共9页Journal of Researches on Dietetic Science and Culture

基　　金：2022年度国家社会科学基金项目(22BJY157);黑龙江省博士后科研启动资金项目(LBH-Q21103);2023年度黑龙江省省属高等学校基本科研业务费项目(2023-KYYWF-1000);黑龙江省哲学社会科学研究规划项目(20JYE275);黑龙江省哲学社会科学研究规划项目(23SHD138)。

摘　　要：随着信息技术的迅速发展,顾客体验与网络联系更加紧密,用户生成内容愈加成为关键的研究数据来源。对海底捞的9万余条评论数据进行分析,首先,基于结构主题模型,挖掘顾客用餐体验所包含的主题及其所属维度;其次,综合考虑关注程度和顾客满意,探究用餐体验主题的相对地位;最后,基于文本情感分析等方法,探究用餐体验如何通过顾客情感影响顾客满意。结果显示,用餐体验包含12个主题,归为7个维度,分别是服务、价格、食材、口味、环境、服务仪式和其他;服务员、菜品和等位服务是优势主题,价格和时间是劣势主题;价格正向影响顾客情感,但负向影响顾客满意;环境负向影响顾客情感,但正向影响顾客满意。研究结论能够为餐饮企业设计产品和服务提供针对性参考。With the rapid development of information technology,customer experience is increasingly intertwined with the Internet,and user-generated content becomes critical research data.More than 90,000 reviews of Haidilao were analyzed.Firstly,the structural topic model was used to uncover the topics embedded in the customer dining experience and their respective dimensions.Secondly,the relative importance of these topics was explored by considering the degree of attention and customer satisfaction.Finally,textual sentiment analysis was employed to investigate how the dining experience affects customer satisfaction through customer emotions.The results show that the dining experience comprises 12 topics categorized into 7 dimensions:service,price,ingredients,taste,environment,service ceremony,and others.Waiter,dishes,and waiting service are advantageous topics,while price and time are disadvantageous topics.Price positively affects customer emotion,but negatively impacts customer satisfaction.The environment negatively affects customer emotion,but positively influences customer satisfaction.These findings provide targeted references for restaurant companies in designing products and services.

关 键 词：用户生成内容 用餐体验 顾客满意 结构主题模型 美食消费 

分 类 号：TS972.129.1-39[轻工技术与工程]