Customer Satisfaction: What Should Business Hotels Care About?
- DOI
- 10.2991/aebmr.k.201128.075How to use a DOI?
- Keywords
- Customer satisfaction, business hotel, online reviews, content analysis, net-ethnography
- Abstract
Online reviews have an important influence on hotel customers’ consumption behavior. This research mainly collects comment information of DoubleTree by Hilton Hotel in Chongqing through web crawlers, and uses content analysis to perform word frequency statistics, word cloud graph analysis, semantic network graph analysis as well as sentiment analysis on the obtained data to discuss the factors influencing customer satisfaction of the hotel. The results show that the factors that affect customer satisfaction include (1) functional value, mainly including hotel infrastructure, geographic location, and convenience; (2) service value, focusing on service quality; (3) emotional value, which is the emotional experience provided by the hotel to customers. Based on these findings, the study puts forward some relevant suggestions for business hotels in terms of location selection, facility layout, employee training, marketing, publicity, and customer emotional experience for the business hotels.
- Copyright
- © 2020, 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 - Tingting Du AU - Caihong Zhang AU - Mei Wang PY - 2020 DA - 2020/11/30 TI - Customer Satisfaction: What Should Business Hotels Care About? BT - Proceedings of the 2020 2nd International Conference on Economic Management and Cultural Industry (ICEMCI 2020) PB - Atlantis Press SP - 387 EP - 390 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.201128.075 DO - 10.2991/aebmr.k.201128.075 ID - Du2020 ER -