大数据视域下合肥高星级酒店顾客情感满意度研究

A study on Customers’ Emotional Satisfaction of High-Star Hotels in Hefei City from the Perspective of Big Data

以合肥市高星级酒店顾客满意度为研究对象,基于大量网络点评数据,通过网络文本分析法提取评论样本的高频特征词及频数进行归纳,从而建立顾客满意度评价体系,并对其进行实证分析。结果显示,合肥市高星级酒店的顾客满意度都处于一个较为理想的水平,各酒店的满意度差异并不是很明显,服务质量及区位环境都受顾客的广泛好评。但应加强设施设备、个性化服务及关系营销等措施。

This paper makes a study on customers’ emotional satisfaction of high-star hotels in hefei city, makes the text analysis on the highfrequency keywords and frequency number extracted based on a large number of online review data, constructs the customer satisfaction evaluation system and conducts empirical analysis on it. The results show that the customers’ satisfaction of high-star hotels in hefei is at an ideal level: there is no obvious difference in satisfaction among the hotels;the service quality and location environment are widely praised by customers. therefore, the measures should be strengthened in terms of improving facilities and equipment, personalized services and relationship marketing.