摘要
在线点评的发展为酒店企业了解其服务质量提供了有效的工具。以峨眉山红珠山宾馆的在线点评文本为基础,通过ROST Content Mining软件提取网络文本中出现的高频词汇,构建酒店服务质量网络评价体系,从基础服务、设施设备、卫生环境、总体评价四个角度对红珠山宾馆的服务质量进行了研究,并针对点评文本中存在的服务质量问题,提出相关的改进建议。
The development of online reviews has provided an effective tool for hotels to understand their service quality.Based on the online comment text of Hongzhushan Hotel in Emei Mount,ROST Content Mining software is used to extract the high frequency vocabulary in the network text and construct the hotel service quality network evaluation system.From the basic service,facilities and facilities,health environment,overall evaluation,The paper studies the service quality of Hongzhushan Hotel.Finally,aiming at the problems in the online comment text,the paper puts forward some suggestions to improve the service quality.
出处
《科技和产业》
2017年第3期119-123,共5页
Science Technology and Industry
基金
四川省社会科学重点研究基地-四川旅游发展研究中心立项课题(LYC16-07)
关键词
在线点评
服务质量
内容分析法
酒店
online comment
service quality
content analysis method
hotel
