摘要
随着信息技术的快速发展,在线预订和评论越来越受顾客的欢迎,有必要研究在线评论内容对酒店顾客满意度的影响。通过对在线评论相关文献分析,以北京市三星级酒店为研究对象,利用Python工具爬取4086条在线评论数据,运用SPSS软件进行分析。结果得出,在线评论上传图片数量和图文相似度对顾客满意度有正向促进作用,在线评论文本长度对顾客满意度有负面作用,并进一步对酒店和在线预定平台今后的经营及发展提出建议。
With the rapid development of information technology, online booking and reviews are more and more popular with customers, so it is necessary to study the influence of online review content on hotel customer satisfaction. By analyzing the literature related to online reviews,taking three-star hotels in Beijing as the research object, using Python tools to crawl 4086 online review data, and using SPSS software for analysis. The results show that the number of uploaded pictures and the similarity between pictures and texts in online reviews have a positive effect on customer satisfaction, while the length of online reviews has a negative effect on customer satisfaction. Provide further suggestions for the future operation and development of hotels and online booking platforms.
作者
郭亿琦
张星海
赵志杰
赵全盛
GUO Yi-qi;ZHANG Xing-hai;ZHAO Zhi-jie;ZHAO Quan-sheng(Computer and Information Engineering College,Harbin University of Commerce,Harbin 150028,China;Heilongjiang Provincial Key Laboratory of Electronic Commerce and Information Processing,Harbin University of Commerce,Harbin 150028,China)
出处
《经济研究导刊》
2022年第26期45-47,共3页
Economic Research Guide
基金
2021年哈尔滨商业大学研究生创新科研资金项目(YJSCX2021-707HSD)。
关键词
在线评论
顾客满意度
酒店评论
online reviews
customer satisfaction
hotels reviews
