Proceedings of the 2019 International Conference on Economic Management and Cultural Industry (ICEMCI 2019)

Study on the Hotel Customer Satisfaction Evaluation System——Based on Hangzhou High Star Hotel Reviews Data from Tripadvisor.com

Authors
Miao Zhangwei
Corresponding Author
Miao Zhangwei
Available Online 20 December 2019.
DOI
10.2991/aebmr.k.191217.138How to use a DOI?
Keywords
Online Reviews, Evaluation System, Customer Satisfaction
Abstract

In recent years, with the rapid development and popularization of the mobile Internet, online booking and purchasing of products has become a consumption habit. In order to better meet the needs of consumers, many online booking and purchasing platforms provide consumers with a free and anonymous evaluation model of products. Based on this, a huge amount of product evaluation information has been formed on major booking platforms. This paper uses the review information of Hangzhou high-star hotel in the third-party platform of Tripadvisor.com as the data source of Hangzhou customer satisfaction evaluation system, and using the method text analysis on big data to sort and analyze the collected hotel review information. Then, the Bayesian network model is used to construct the structural learning and parameter learning for each index to determine the factors affecting customer satisfaction. The research shows that the customer satisfaction evaluation system based on the online comment text is more accurate and scientific than the traditional one, which is beneficial to the hotel’s accurate evaluation of customer satisfaction and customer demand identification.

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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Volume Title
Proceedings of the 2019 International Conference on Economic Management and Cultural Industry (ICEMCI 2019)
Series
Advances in Economics, Business and Management Research
Publication Date
20 December 2019
ISBN
10.2991/aebmr.k.191217.138
ISSN
2352-5428
DOI
10.2991/aebmr.k.191217.138How to use a DOI?
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/).

Cite this article

TY  - CONF
AU  - Miao Zhangwei
PY  - 2019
DA  - 2019/12/20
TI  - Study on the Hotel Customer Satisfaction Evaluation System——Based on Hangzhou High Star Hotel Reviews Data from Tripadvisor.com
BT  - Proceedings of the 2019 International Conference on Economic Management and Cultural Industry (ICEMCI 2019)
PB  - Atlantis Press
SP  - 771
EP  - 778
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.191217.138
DO  - 10.2991/aebmr.k.191217.138
ID  - Zhangwei2019
ER  -