Customer Satisfaction Attribution Analysis of Hotel Online Reviews Based on Qualitative Research Methods

被引：0
|
作者：
Ye, Pinghao [1 ]
Yu, Bin [1 ]
机构：
[1] Wuhan Business Univ, Sch Informat Engn, Wuhan, Hubei, Peoples R China
来源：
ICEBT 2018: PROCEEDINGS OF THE 2018 2ND INTERNATIONAL CONFERENCE ON E-EDUCATION, E-BUSINESS AND E-TECHNOLOGY | 2018年
关键词：
Hotel industry; Online review; Qualitative research; satisfaction; Influential factors;
D O I：
10.1145/3241748.3241758
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Based on over 8900 online reviews from travelers staying in six hotels in Guangzhou booked on Ctrip, the qualitative research methods were applied to code the online review data via the qualitative analysis software Nvivo11.0 and extracted six main factors influencing the positive or negative emotions of the comments of travelers staying in the hotel in the hotel industry, revealed that the service was the core influential factor, and put forward the strategic recommendations for the future development in the "Internet + hotel" industry from the perspective of checked in travelers.
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页码：93 / 98
页数：6
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