中国30个城市高评分五星级酒店在线评论大数据对比分析  

Comparative Analysis of Online Reviews Big Data of High-Rated Five-Star Hotels in 30 Cities of China

作　　者：李颖[1,2,3] 郭昱锟 陈贝蕾[1] 都乐 LI Ying;GUO Yukun;CHEN Beilei;DU Le(China Academy of Culture&Tourism,Beijing International Studies University,Beijing 100024,China;High-Performance Computing Center Stuttgart,University of Stuttgart,Stuttgart 70569,Germany;Institute of Geographical Resources and Environment,Chinese Academy of Sciences,State Key Laboratory of Resources and Environment,Beijing 100101,China;School of Cyberspace Security,Beijing University of Posts and Telecommunications,Beijing 100876,China)

机构地区：[1]北京第二外国语学院中国文化和旅游产业研究院,北京100024 [2]斯图加特大学斯图加特高性能计算中心,德国斯图加特70569 [3]中国科学院地理资源与环境研究所资源环境国家重点实验室,北京100101 [4]北京邮电大学网络空间安全学院,北京100876

出　　处：《开发研究》2025年第1期106-118,共13页Research On Development

基　　金：国家社会科学基金青年项目“黄河流域生态旅游廊道空间优化布局研究”(23CGL028);北京市自然科学基金青年项目“智慧定制视角下的旅游景区即时推荐研究”(9234026);北京市教育委员会科技计划一般项目“现实情境下旅游景区智慧推荐研究”(KM202210031001);北京第二外国语学院科研专项“国家文化公园民族文化符号体系建构研究”。

摘　　要：五星级酒店作为高品质住宿服务的代表,其顾客评价体现了顾客对高品质酒店服务质量的满意程度。选取中国30个城市,对各个城市评分排名前20位的五星级酒店在携程旅行网的在线评论大数据进行词频分析、情感分析和语义网络分析。研究结果显示,不同地区的五星级酒店,顾客所重视的服务体验与程度存在共性与差异性。词频分析结果表明,顾客较为关注酒店品质、服务态度、房间质量,对于酒店性价比或者周边交通的关注度相对较低。通过情感分析和语义网络分析对顾客评价进行情感色彩判断,针对性地发现顾客要求,进一步验证了词频分析的结果。揭示了不同城市高评分五星级酒店顾客体验与偏好,为高评分五星级酒店品质提升提供策略支持,并为其他高星级酒店服务的优化提供经验借鉴。As a representative of high-quality accommodation services,five-star hotels have customer evaluation that reflect customers’satisfaction with the service of high-quality hotels.This study selects 30 cities in China,and conducts word frequency analysis,sentiment analysis and semantic network analysis on the online review big data of the top 20 five-star hotels in terms of ratings in each city on Ctrip.The results show that there are similarities and differences in the service experiences valued by customers and degree that customers value among five-star hotels in different regions.The results of word frequency analysis indicate that customers pay more attention to hotel quality,service attitude and room quality,while they pay less attention to hotel cost performance or surrounding traffic.Sentiment analysis and semantic network analysis are used to judge the sentiment color of customer evaluations,which helps to specifically identify customer requirements and further verifies the results of word frequency analysis.This study reveals customer experiences and preferences of high-rated five-star hotels in different cities,provides strategic support for the quality improvement of high-rated five-star hotels,and offers experience for service optimization in other high-rated hotels.

关 键 词：五星级酒店 评论大数据 语义网络 情感分析 

分 类 号：TP311.13[自动化与计算机技术—计算机软件与理论] F719.2[自动化与计算机技术—计算机科学与技术] F274[经济管理—产业经济]