Proceedings of the 2022 2nd International Conference on Business Administration and Data Science (BADS 2022)

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Research on hotel service quality evaluation based on big data analysis

Authors
Mengxue Yu1, *
1Zhejiang Gongshang University, Hangzhou, China
*Corresponding author. Email: ymx1002944994@163.com
Corresponding Author
Mengxue Yu
Available Online 29 December 2022.
DOI
10.2991/978-94-6463-102-9_43How to use a DOI?
Keywords
Big data; Online reviews; Network text analysis; The quality of service
Abstract

With the development and application of digital technology, the process of digital transformation of the tourism industry continues to advance, gradually changing the way of information generation and dissemination. The online reputation of hotels has gradually become an important reference factor for customers to book online. With the support of big data technology, this paper takes 27 hotels under Radisson Hotel Group as the research object, collects the text content of the hotel group's customers' real comments on Ctrip and Flying Pig, and uses ROST CM6 software to analyze the satisfaction, network semantics, emotional orientation and other data in the hotel entry experience of Radisson Hotel Group, so as to evaluate the service quality of Radisson Hotel Group. According to the analysis results, provide suggestions for the hotel to improve service quality, and improve customer satisfaction by improving the hotel's online reputation.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2022 2nd International Conference on Business Administration and Data Science (BADS 2022)
Series
Atlantis Highlights in Computer Sciences
Publication Date
29 December 2022
ISBN
10.2991/978-94-6463-102-9_43
ISSN
2589-4900
DOI
10.2991/978-94-6463-102-9_43How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Mengxue Yu
PY  - 2022
DA  - 2022/12/29
TI  - Research on hotel service quality evaluation based on big data analysis
BT  - Proceedings of the 2022 2nd International Conference on Business Administration and Data Science (BADS 2022)
PB  - Atlantis Press
SP  - 399
EP  - 406
SN  - 2589-4900
UR  - https://doi.org/10.2991/978-94-6463-102-9_43
DO  - 10.2991/978-94-6463-102-9_43
ID  - Yu2022
ER  -