基于文本分析的机器人酒店用户感知偏好和差异研究

Research on Perceived Preferences and Dif ferences of Robot Hotel Users Based on Text Analysis

顾客通过在线平台对酒店进行评论是其态度偏好和购买行为最直接的反映,同时对酒店自身的发展具有深远影响。本文以日本Henn-na酒店和中国Flyzoo酒店为研究对象,通过网络爬虫技术抓取在线评论数据,采用词频分析、语义共现网络分析和情感分析等文本分析方法探讨顾客对智能机器人酒店的感知偏好和差异。本文的研究结论不仅有助于人工智能设计者理解顾客对酒店智能机器人的使用偏好和体验,还为酒店对人工智能的应用提供了管理实践借鉴。

Customers’ comments on the hotel through the online platform are the most direct reflection of their attitude preferences and purchasing behavior, and have a far-reaching impact on the development of the hotel itself. This study takes Henn Na hotel in Japan and Flyzoo hotel in China as the research objects, through capturing online comment data by web crawler technology, this paper uses word frequency analysis, semantic co-occurrence network analysis and emotion analysis to explore customers’ perceived preferences and attitudes towards robot hotels. The research conclusion can not only help AI designers to understand the customer’s experience of using hotel intelligent robots, but also provides management practice reference for the application of AI in hotels.