基于网络文本分析的在线短租服务质量评价研究——以途家自营公寓为例

A Research on Service Quality of Tujia Self Apartment——based on the Technology of Network Text Analysis

在线短租公寓在我国仍处于兴起阶段,研究其服务质量具有重大意义,但国内在该方面的研究成果较少,且资料收集方式单一。本文以途家自营公寓为研究对象,在合理构建其服务质量评价体系的基础上,采用内容分析法,从各级指标评价情况、各具体指标与总体评价的相关性、评价指标的地区差异性3方面把大量途家网网友客观真实的在线评论加以量化分析,得出关于途家自营公寓服务质量关注度和满意度水平及全国区域性差异特征的相关结论,并根据所得结论针对性地提出相关建议,为以途家自营公寓为代表的在线短租公寓服务质量的提高提供一定的参考。

The arrival of shareconmy era and further dissemination of the concept of timeshare bring oppor tunities for the domestic online short rental industry. Online rental apartment in China is still in the stage of rise, and the study of its service quality is of great significance. But there are few domestic research achievements,and the data collection method is single. This paper,on the basis of the related works, take Tujia self apartment as the research object and establish its service quality evaluation index system reasonably. With the method of Content Analysis,the paper quantitatively analyzes a lot of service quality evaluation from Tujia website online users from three aspects, all levels of index evaluation, the correlation between the specific indicators and overall evaluation, evaluation of regional differences. Through that method, the conclusion is drawn that the attention degree , the satisfaction performance and the national regional difference characteristics of Tujia self apartment service quality. In general,First,the customer satisfaction of the apartment ＇s comprehensive quality of service is higher, but its health condition , catering service and other service should be improved. Second,correlation analysis shows that＂air conditioning＇and＂other services＂are positively correlated with the ＂comprehensive quality of service＂. Third, the regional comparison shows that the eastern part of the apartment service is better than the western, and the security of the regional apartment is not obvious in the customer perception. Moreover, the central region to be improved in terms of management services. At the end of this paper, according to the conclusion, it puts forward some related suggestions： Narrowing the regional differences,enhancing the service quality of the apartment in the central region and western region ;Fully improve the management service of Tujia self apartment;To improve the health condition of the apartment;Complete the room facilities and decoration. All these suggestions are to provide some references for the improvement of the service quality of the short online rental apartment which is represented by the Tuiia self apartment.