基于网络文本分析的酒店服务质量评价研究——以成都保利公园皇冠假日酒店为例

Research on Quality Evaluation of Hotel Service Based on Network Text Analysis——A Case Study of Crowne Plaza Chengdu Panda Garden

酒店的网络口碑是顾客在线预订的重要参考因素。文章以成都保利公园皇冠假日酒店为研究对象,分析该酒店在携程网上的2510条顾客真实点评文本内容,从核心服务、设施设备、卫生环境、体验感知四个方面对成都保利公园皇冠假日酒店的服务质量进行评价。研究发现:优越的地理位置及优美的内外部环境为酒店客人带来了良好的住宿体验,但在酒店员工的对客服务、设施设备的维修保养和环境卫生的日常清洁方面存在不少负面评价。据此提出提高酒店服务质量的建议,以提升酒店的网络口碑。

The Internet reputation image of hotels is an important reference factor for customers to book online.This article takes Crowne Plaza Chengdu Panda Garden as research object,analyzes its 2510 customer reviews on Ctrip.com,and evaluates its service quality from the following four aspects:core services,facilities,sanitary environment and experience.Findings show that the superior geographical location and beautiful internal and external environment bring good experience for hotel guests,but there are many negative comments on the ways hotel staff serve guests,maintenance of facilities and equipment and daily cleaning of environment.According to the above findings,this article puts forward suggestions to improve the service quality of the hotel in order to improve its online reputation image.