基于顾客评论文本的餐厅质量评价研究——以拉萨玛吉阿米餐厅为例

Restaurant Quality Evaluation Based on Texts of Customer Comments: A Case Study of Makye Ame Restaurant

餐厅质量评价研究具有众多维度,文章选取兼具地方性特色与文化性内涵的拉萨玛吉阿米餐厅为研究对象,对其在蚂蜂窝网站上的文字性评价运用八爪鱼采集器进行抓取与整理,通过文本挖掘并探索性地进行李克特量表式数据转换的定量处理,尝试利用用户生成内容(UGC)以定性和定量相结合的方法对餐厅质量评价体系及其形成机制进行研究。研究发现文化因素对餐厅质量评价起到了重要作用,在拉萨玛吉阿米餐厅案例中甚至处于核心地位;服务质量、餐饮质量、环境氛围等因素和餐厅质量总体评价显著相关,而位置便利性、拥挤程度、价格等和餐厅质量总体评价的相关性不显著。

Due to the local features and cultural connotation, comments about Makye Ame Restaurant have been collected on mafengwo. com by using Octopus Text Collector so as to explore the mechanism of the evaluation and recommendation based on user - generated contents (UGC). A combination of qualitative and quantitative methods is adopted by text mining and Likert scale data analysis based on a data conversion mechanism. The study found that cultural factors played an important role in the evaluation of restaurant quality. Cultural factors were even at the core in the study of Makye Ame Restaurant. Service quality, food quality and the environment were significantly correlated with the overall assessment of restaurant quality, while the location convenience, congestion level and price were not.