基于网络点评的酒店前厅宾客满意度提升途径研究——以万达酒店为例

Research on the Way to Improve the Guests’ Satisfaction of Hotel Lobby Based on Network Comments——With Wanda Hotel as an Example

互联网大数据时代,来自互联网的宾客点评信息对于提升酒店服务形象、促进酒店品牌营销的作用日益凸显。文章以万达酒店为例,以携程网为样本,选取6家样本酒店,240条有效在线评论进行语义片段分割及关键词提取,采用内容分析法构建酒店前厅部宾客满意度评价体系,并提出相对应的满意度提升途径,为酒店在新的发展趋势下提高宾客满意度提供借鉴和参考。

In the era of Internet Big Data,the role of guest comment information from the Internet in promoting the service image and brand marketing of hotels is increasingly prominent.Taking Wanda hotel as an example,taking ctrip.com as a sample,this paper selects 6 sample hotels and 240 effective online reviews,divides the effective reviews into semantic segments and extracts key words,constructs the guest satisfaction evaluation system of the front office of the hotel by content analysis,and puts forward corresponding ways to improve the satisfaction,so as to provide reference for the hotel to improve the guest satisfaction under the new development trend and reference.