摘要
在线点评的发展为酒店企业了解其服务质量提供了有效的工具。以黑龙江省五星级酒店为例,以技术手段抓取以在线点评文本为主要数据基础的内容,运用网络文本分析法,进行词条的搜集和归纳整理,构建酒店服务质量网络评价体系,从服务质量、设施设备、地理位置三个角度对酒店的顾客感知服务质量进行研究,从中发现不足并提出相应对策。
The development of online reviews provides an effective tool for hotel enterprises to understand their service quality. Based on the online comment texts of five-star hotels in Heilongjiang Province,this paper grabs the text data of online comment through web crawler technology,collects and summarizes the entries by using Web text analysis method,and constructs a network evaluation system of hotel service quality. The hotel is evaluated from three angles of service quality,facilities and equipment,and geographical location. Through the research of customer perceived service quality,this paper finds out the shortcomings and puts forward the corresponding countermeasures.
作者
于佳鑫
Yu Jiaxin(Harbin Commercial University,Harbin Heilongjiang 150028)
出处
《对外经贸》
2019年第10期54-57,共4页
FOREIGN ECONOMIC RELATIONS & TRADE
关键词
顾客满意度
黑龙江省
在线评价
Customer Satisfaction
Heilongjiang Province
Online Evaluation
