Research on High-End Hotel Service Quality Evaluation Index System Based on Network Comment Content Analysis–Taking Guangzhou as an Example

DOI

10.2991/aebmr.k.191217.045How to use a DOI?

Keywords

network review, content analysis, high-end hotel, service quality evaluation index system

Abstract

The customer’s comment from the Internet largely reflects the customer’s focus and perceived evaluation of the quality of the hotel’s quality. This paper first analyzes the content of 1500 network reviews, selects 35 initial indicators, and designs questionnaires based on these 35 indicators to survey frequent customers of 171 high-end hotels. Finally, this paper establishes a high-end hotel evaluation index system of service quality through factor analysis, providing high-end hotels with the direction of improving service quality.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Zepeng Yang
PY  - 2019
DA  - 2019/12/20
TI  - Research on High-End Hotel Service Quality Evaluation Index System Based on Network Comment Content Analysis–Taking Guangzhou as an Example
BT  - Proceedings of the 2019 International Conference on Economic Management and Cultural Industry (ICEMCI 2019)
PB  - Atlantis Press
SP  - 250
EP  - 253
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.191217.045
DO  - 10.2991/aebmr.k.191217.045
ID  - Yang2019
ER  -