基于内容分析法的无锡环太湖度假酒店顾客感知研究

Research of Customers' Perception on Resort Hotels around Tai Lake Based on Content Analysis Method

从携程网上选取了无锡环太湖度假的501条顾客评论,采用ROSTCM内容挖掘软件和内容分析法进行分析。结果发现:环境是顾客最重视的因素且满意度非常高;早餐、房间面积、房间可视景观、床、空调、娱乐项目、无线网、交通以及周围配套是度假客人关注的重点要素,其中部分因素需进一步改善;定价策略和赠送服务会在很大程度上影响顾客感知;旺季服务质量需提高;情感分析显示客人对环太湖度假酒店总体持满意态度。

Taking 501 pieces of comments by guests on resort hotels around Tai Lake chosen from Ctrip. com as the object, this paper made an analysis by ROSTCM software and Content Analysis. The results showed that the environment was considered as the most im-portant elements by the guests and got the highest degree of satisfaction;key elements including breakfast, size of cabin, visible views from the room,beds,air conditioners,entertainment activities,wifi,transportation and supporting facilities around were paid much atten-tion by guests, among which parts of them needed improving;guests’ perception world be greatly influenced by price strategy and com-plimentary;quality of service during tourist season needed improving; sentiment analysis showed guests were satisfied with the resort hotels around Tai Lake generally.