长春大学学报(社会科学版)
長春大學學報(社會科學版)
장춘대학학보(사회과학판)
JOURNAL OF CHANGCHUN UNIVERSITY
2014年
11期
1515-1519
,共5页
内容分析法%顾客感知%环太湖度假酒店
內容分析法%顧客感知%環太湖度假酒店
내용분석법%고객감지%배태호도가주점
Content Analysis%guest perception%resort hotels around Tai Lake
从携程网上选取了无锡环太湖度假的501条顾客评论,采用ROSTCM内容挖掘软件和内容分析法进行分析。结果发现:环境是顾客最重视的因素且满意度非常高;早餐、房间面积、房间可视景观、床、空调、娱乐项目、无线网、交通以及周围配套是度假客人关注的重点要素,其中部分因素需进一步改善;定价策略和赠送服务会在很大程度上影响顾客感知;旺季服务质量需提高;情感分析显示客人对环太湖度假酒店总体持满意态度。
從攜程網上選取瞭無錫環太湖度假的501條顧客評論,採用ROSTCM內容挖掘軟件和內容分析法進行分析。結果髮現:環境是顧客最重視的因素且滿意度非常高;早餐、房間麵積、房間可視景觀、床、空調、娛樂項目、無線網、交通以及週圍配套是度假客人關註的重點要素,其中部分因素需進一步改善;定價策略和贈送服務會在很大程度上影響顧客感知;旺季服務質量需提高;情感分析顯示客人對環太湖度假酒店總體持滿意態度。
종휴정망상선취료무석배태호도가적501조고객평론,채용ROSTCM내용알굴연건화내용분석법진행분석。결과발현:배경시고객최중시적인소차만의도비상고;조찬、방간면적、방간가시경관、상、공조、오악항목、무선망、교통이급주위배투시도가객인관주적중점요소,기중부분인소수진일보개선;정개책략화증송복무회재흔대정도상영향고객감지;왕계복무질량수제고;정감분석현시객인대배태호도가주점총체지만의태도。
Taking 501 pieces of comments by guests on resort hotels around Tai Lake chosen from Ctrip. com as the object, this paper made an analysis by ROSTCM software and Content Analysis. The results showed that the environment was considered as the most im-portant elements by the guests and got the highest degree of satisfaction;key elements including breakfast, size of cabin, visible views from the room,beds,air conditioners,entertainment activities,wifi,transportation and supporting facilities around were paid much atten-tion by guests, among which parts of them needed improving;guests’ perception world be greatly influenced by price strategy and com-plimentary;quality of service during tourist season needed improving; sentiment analysis showed guests were satisfied with the resort hotels around Tai Lake generally.