酒店顾客满意度评价体系研究——基于tripadvisor.cn的杭州高星级酒店评论数据

Study on The Hotel Customer Satisfaction Evaluation System:Based on Hangzhou High Star Hotel Reviews Data From Tripadvisor.cn

随着移动互联网的飞速发展和普及,越来越多的在线平台为了更好的满足消费者需求,为消费者提供了对产品进行自由、匿名的评价模式。基于此,各大线上平台已拥有大量的产品评价信息,对此类信息数据的研究和分析能够为企业的运营和管理服务带来新的价值。文章以tripadvisor.cn第三方平台中杭州高星级酒店的点评信息为研究数据基础,采用贝叶斯网络构建各维度和对应因素之间的相互关系,确定顾客满意度影响因素,并建立相应的杭州高星级酒店顾客满意度评价体系。研究表明,基于在线评论文本构建的顾客满意度评价体系较传统的方式更为精准、科学,更有利于酒店对顾客满意度做出准确的评价。

In recent years, with the rapid development and popularization of the mobile internet, online booking and purchasing of products has become a consumption habit. In order to better meet the needs of consumers, many online booking and purchasing platforms provide consumers with a free and anonymous evaluation model of products. Based on this, a huge amount of product evaluation information has been formed on major booking platforms. This paper uses the review information of Hangzhou high-star hotel in the third-party platform of tripadvisor.cn as the data source of Hangzhou customer satisfaction evaluation system, and the method text analysis on big data to sort and analyze the collected hotel review information. Then, the Bayesian network model is used to construct the structural learning and parameter learning for each index to determine the factors affecting customer satisfaction. The research shows that the customer satisfaction evaluation system based on the online comment text is more accurate and scientific than the traditional one, which is beneficial to the hotel's accurate evaluation of customer satisfaction and customer demand identification.