基于文本分析法的酒店服务质量提升策略研究——以南京河西奥体优逸酒店为例

Research on Strategies for Improving Hotel Service Quality Based on Text Analysis——Taking Nanjing Hexi Olympic Sports Youyi Hotel as an Example

本文以南京河西奥体优逸酒店为研究对象,以“文本分析法”为研究方法,使用Python工具抓取该酒店在携程网上的顾客评论作为研究样本。经过初步筛选后将有效的评论数据导入Rost Content Mining软件,对所抓取的顾客评论进行词频分析、语义网络等的分析,找寻主要因素以及因素之间的相互关系,它们主要体现在“员工服务”“设施设备”“房间配置”“早餐品质”“整体环境”以及“卫生条件”这六个互不独立、相互影响的方面。以此为基础,笔者提出了针对这六方面内容的酒店服务质量提升策略,以期能够在理论与实践上对酒店服务质量的提升贡献自己的力量。

This article takes Nanjing Hexi Olympic Sports Youyi Hotel as the research object,uses“text analysis method”as the research method,and uses Python tools to capture customer reviews of the hotel on Ctrip as a research sample.After preliminary screening,the effective comment data will be imported into Rost Content Mining software,and the captured customer comments will be analyzed by word frequency analysis,Semantic network,etc.to find out the main factors and the relationship between them.They are mainly reflected in the six independent and mutually influential aspects of“staff service”,“equipment”,“room configuration”,“breakfast quality”,“overall environment”and“sanitary conditions”.Based on this,the author proposes strategies for improving hotel service quality in these six aspects,in order to contribute to the improvement of hotel service quality in theory and practice.