雷春.智慧酒店顾客体验满意度影响研究——以菲住布渴酒店为例[J].重庆工商大学社会科学版,2022,39(2):145-155
智慧酒店顾客体验满意度影响研究——以菲住布渴酒店为例
Study on the Influence of Customer Experience Satisfaction of Smart Hotels:Taking FlyZoo Hotel as an Example
  
DOI:
中文关键词:  智慧酒店 顾客满意度 网络文本分析 服务机器人 顾客体验
英文关键词:smart hotel customer satisfaction network text analysis service robot customer experience
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作者单位
雷春 三亚学院旅游与酒店管理学院 
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中文摘要:
      在酒店智慧化转型升级的背景下,顾客满意度成为酒店关注的焦点。采用网络文本挖掘方法,运用ROST CM6软件,采集在线旅游平台“飞猪”网站上的顾客点评内容作为样本数据,分析在菲住布渴智慧酒店入住体验中的满意度、网络语义、情感倾向、技术可接受程度等预期效果。结果表明:顾客对菲住布渴智慧酒店体验总体比较满意,尤其是智慧酒店的科技化环境,酒店智慧化设备的接受程度较好,基本达到了顾客预期。但在应用过程中,存在智能设备技术不稳定、酒店智慧化创新程度不够、无法满足个性化需求等问题。酒店的智慧化建设应该以顾客入住体验为核心,围绕影响顾客满意度的环境因素、服务因素、价值因素和顾客抱怨因素进行提升,推动智慧型酒店创新发展。
英文摘要:
      In the context of smart transformation and upgrading of hotels,customer satisfaction has become the focus of hotels.In this study,the network text mining method and the ROST CM6 software were used to collect the customer reviews on Feizhu,an online tourism platform,as the sample data,and the expected effects of the customers’reviews on experiences,such as satisfaction,network semantics,emotional tendency,and technical acceptability were analyzed.The results show that customers are generally satisfied with the experience of staying in FlyZoo Hotel,like the technological environment in this smart hotel,and have a better acceptance of AI equipment in the hotel,meeting the customer expectations.However,in the application process of smart equipment,there are also problems such as instability of smart device technology,insufficient intelligence and innovation in the hotel,and inability to meet individual needs.The construction of smart hotels should focus on the customer experience,and make improvements based on the environmental factors,service factors,value factors and customer complaints factors that affect customer satisfaction,so as to promote the innovative development of smart hotels.
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