CAJ | 학술논문

我国在线旅游网站迅速发展的同时伴随着消费者的不满.旅游投诉是反映旅游企业服务质量、经营问题的重要途径之一.通过对人民网旅游3?15投诉平台的相关资料进行整理,以405起针对在线旅游网站的投诉案例为样本,借助ROSTContent Mining内容挖掘软件分析对在线旅游网站投诉进行研究.研究发现:我国在线旅游网站投诉主要集中在携程旅行网和去哪儿网,在时间分布上具有较为明显的淡旺季之分,投诉内容以酒店、航空和旅行社为主;投诉内容上主要对酒店住宿、机票预订和旅游行程安排等产品和服务提出不满;消费者对投诉处理结果总体上满意度不高,主要集中在退款事项、相关工作人员服务态度等方面.
아국재선여유망참신속발전적동시반수착소비자적불만.여유투소시반영여유기업복무질량、경영문제적중요도경지일.통과대인민망여유3?15투소평태적상관자료진행정리,이405기침대재선여유망참적투소안례위양본,차조ROSTContent Mining내용알굴연건분석대재선여유망참투소진행연구.연구발현:아국재선여유망참투소주요집중재휴정여행망화거나인망,재시간분포상구유교위명현적담왕계지분,투소내용이주점、항공화여행사위주;투소내용상주요대주점주숙、궤표예정화여유행정안배등산품화복무제출불만;소비자대투소처리결과총체상만의도불고,주요집중재퇴관사항、상관공작인원복무태도등방면.
Given the increase of tourists' dissatisfaction and the rapid development of China's online travel websites, tourist online complaints become one of the important ways to reflect the service quality of tourism enterprises and operational problems. With the review of relevant tourist complaints on travel315.people.com.cn, the paper analyzes 405 cases by using ROST Content Mining system. It finds out that: most complaints about hotel, airline and travel agency are on Ctrip and Qunar, and there is an obvious time distribution of low and peak seasons; the complaints are concentrated on the dissatisfaction with hotel accommodation, air ticket booking and travel arrangements; the satisfaction of complaint handling results is fairly low, mainly in the refund matters and the staff attitude and so on.