新时代中国票务服务公司的发展现状研究——以携程APP为例

Research on the Development Status of Chinese Ticketing Service Companies in the New Era:Taking the Ctrip APP as an Example

以携程软件为例,对新时代中国票务服务公司的发展现状进行研究。首先,通过爬虫获取携程用户的1300条评论数据,使用TF-IDF算法提取关键词并进行分析,得到影响携程用户情感倾向的重要因素。其次,制定并发放调查问卷,对问卷数据运用因子分析找出潜在变量,再根据结构方程模型(SEM模型)对携程APP的用户满意度进行实证分析,发现潜在变量之间的影响关系。其中感知质量会间接影响顾客满意度,顾客满意度也会间接影响顾客忠诚。最后,根据研究结果对中国票务服务公司有针对性地提出完善建议。

This paper aims to take Ctrip software as an example to study the development status of Chinese ticketing service companies in the new era.Firstly,1300 comments of Ctrip users were obtained through crawlers,and the TF-IDF algorithm was used to extract key words and analyze them,and important factors affecting the emotional tendency of Ctrip users were obtained.Secondly,the questionnaire was formulated and distributed to find out the potential variables by using the factor analysis of the questionnaire data.According to the structural equation model(SEM model),the empirical analysis of Ctrip APP user satisfaction was carried out.It was found that perceived quality indirectly affects user satisfaction,and user satisfaction will also have an indirect impact on user loyalty.Finally,according to the research results,targeted improvement suggestions for China ticketing service company were put forward.