基于网络文本分析的张家界民宿体验感知研究

Study of Zhangjiajie B&B Experience Perception Based on Web Text Analysis

以Airbnb和携程网的张家界民宿游客评论文本为数据来源,基于内容分析法提取归纳出影响张家界游客民宿体验的12个初始范畴和4个主范畴,构建地区感知、入住体验、服务质量、总体评价4个维度的张家界民宿游客体验感知模型.研究发现:游客对张家界民宿的满意度整体较高,但仍有可提升空间,入住体验和服务质量是影响游客体验的两项核心因素.最后从游客视角提出优化民宿地理位置、加强游客情感体验、提高服务质量等针对性策略.

Based on data concerning tourists’comments on their B&B touring experience in Zhangjiajie from the Airbnb and Ctrip,by means of the content analysis method,12 initial categories affecting the experience perception of Zhangjiajie tourists were extracted,four of which were singled out as key categories.Then a perception model of the Zhangjiajie B&B tourists experience was constructed on the basis of the four dimensions of regional perception,check-in experience,service quality,and overall impression.The study found that tourists'satisfaction with Zhangjiajie B&B is generally high though there is still room for improvement.The check-in experience and service quality are two core factors that influence the touring experience.Finally,from the perspective of tourists,targeted strategies,like the optimization of hotel location,escalation of tourists emotional comfort and enhancement of service quality aiming to push forward the healthy and stable development of Zhangjiajie B&B industry.