长沙市湘菜企业顾客评价研究——基于大众点评网的数据与文本分析

Research on Customer Evaluation to Hunan Cuisine Enterprises in Changsha——A Data and Text Analysis based on Dianping.com

顾客评价对餐饮企业运营管理十分重要。本文运用大众点评网的网友点评数据和文本对长沙市湘菜企业的顾客评价进行研究,发现顾客对长沙市湘菜企业的整体评价不高,而口味和服务是消费者最注重的因素;顾客对长沙市湘菜企业网络文本评价最多的指标可以分成环境、价格、服务、菜品质量、餐厅特色、就餐类型、顾客忠诚等七个方面,其中菜品质量顾客最为关注,而顾客的消费类型和顾客忠诚也值得长沙市湘菜企业关注。这对长沙市湘菜企业具有一定的参考价值。

Customer evaluation is very important to the operation and management of catering enterprises. The paper studies customer evaluation of Hunan cuisine enterprises in Changsha based on online comments at dianping.com. The results show that the customer＇s overall evaluation of Hunan cuisine enterprises in Changsha is not high, and taste and service are the most important factors for the consumer. The most important index of network text evaluation of the customers may be divided into environment, price, ser- vice, food quality, restaurant features, the types of dining and customer loyalty, and among them the food quality is the most important factor for the consumer, and the types of dining and customer loyalty are also worth attention. This has a practical guiding for Hunan cuisine enterprises in Changsha.