A research on the Customer service quality perception of high star
hotel based on Online Comments
Yao Lianyu
(College of Tourism and Environment Sciences, Shanxi Normal University, Xi'an
710062,China) Abstract: With the development of the Internet, an information age is coming, more and more people begin to communicate in network, including the acquirement and transmission of the information. Under this background, many hotels have established systems which can book room online. Customers can have a choice according to the online comments. And they also can exchange information in such platform. At the same time, the hotel can know customers’ demand as well as their suggestions timely so as to make the hotel’s service more perfect. This article references some present research and analyzes six hundred comments online from Booking.com by ways like correlation analysis, factor analysis, regression analysis and text mining methods. According to these we can construct a system which can measure customer service quality perception. Finally the writer draws the following conclusions: (1) The comments of customer service quality perception is mainly focused on the hardware facilities, recreational services, geographic location, breakfast, hygiene, cost performance, landscape environment and booking service . (2) The hardware facilities, recreational services and geographic location are the most important factors among the eight indicators. (3) We can establish a system to measure customer service quality perception.
Keywords: Online comments；Customer service quality perception；Text mining；Regression analysis
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致 谢
本人的本科毕业设计论文是在导师李君轶教授的指导下进行的。李老师在我的毕业论文题目选定、数据收集、资料分析的整个过程中都给予了我悉心的指导。他严肃地科学态度，严谨的治学精神，一丝不苟的工作作风，都深深地感动了我。在设计论文的整个过程中，李老师时刻关注我的论文进度，指出我论文中存在的问题并耐心指点，使得我的毕业论文设计可以顺利地进行下去，也让我进行了许多有益的思考。在此表示诚挚的感谢和由衷的敬意。
同时感谢大学四年来给我传道授业解惑的老师们，是你们的循循善诱和悉心指导让我在四年的学习中掌握的专业知识，接受了全新的思想观念，领会了正确的思考方式，找到了科学的研究方法，为本文的撰写打下了坚实的理论基础。
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