北京市非标准住宿产品满意度研究

发布时间：2018-01-07 07:00

本文关键词：北京市非标准住宿产品满意度研究　出处：《北京交通大学》2017年硕士论文　论文类型：学位论文

【摘要】：Airbnb作为共享经济下非标准住宿的开山鼻祖,目前市值已经达到255亿美元,不仅自身发展迅速,更为我国的创业者开辟了非标准住宿的道路。2015年,国务院颁发的相关意见提到要积极发展客栈民宿、短租公寓和长租公寓。有了政策的支持,非标准住宿在国内的发展日趋火爆。尽管非标准住宿市场前景看好,但目前的非标准住宿产品也存在着一定的问题,如个性化本是非标准住宿产品的灵魂,但产品与服务趋同现象已经在悄然蔓延,与此同时,过度与不当的设计违反了住宿服务的基本规律,反而会降低客人的体验感等,这些都严重影响对非标准住宿产品的满意程度。而随着互联网在我国日新月异的发展,旅游企业早已融入到了互联网大潮中,无时不在的客户评价,既是客户需求的真实反映,更是企业改革的方向,当企业将客户的评价融入到企业的发展、内部的变革和效益的增长时,它将会在市场经济的作用下获得丰厚的回报。而本文针对非标准住宿产品的满意度研究就可以帮助旅游企业找到客户对于住宿产品满意或者不满意的内容,以便于企业有针对性地改善产品与服务,做到精准网络营销,提高顾客满意度,增强顾客忠诚度和增强口碑效应。本文通过对利用网络爬虫技术抓取携程网上北京市的所有非标准住宿产品的评论,借助软件ROSTCM6及一定的编程及人工处理将通过网络爬虫技术抓取的用户评论进行分词等并构建出了本文的关键词词库,并基于此,构建了非标准住宿产品满意度评价指标体系,并通过关键词赋分、指标权重分配等将文本评论进行量化处理,根据设计的算法计算出非标准住宿产品各评价指标、维度以及整体的满意度得分。通过计算数据可知,北京市的非标准住宿产品顾客满意度整体偏低,顾客尤其是对非标准住宿产品的设施不满意,并且对服务的满意度较低。本文最后利用雷达图分析法对计算出的数值进行分析,同时借助UCNET软件对代表性指标进行了网络中心度分析,找出了影响北京市非标准住宿产品顾客满意度的因素如配套设施、客房服务、卫生等,并据此提出了相应的改善建议如制定相关行业规范、相关企业注重个性化服务以及加强基础设施建设等,以期帮助非标准住宿企业提高顾客满意度。本文的创新点在于通过设计用户评论挖掘系统框架,将游客评论进行量化,并对相应数据进行了处理,得出的结论更有说服力。
[Abstract]:Airbnb, the founder of non-standard accommodations in the shared economy, has reached $25.5 billion, not just by itself. In 2015, the relevant opinions issued by the State Council mentioned the need to actively develop hostel, short rental apartment and long rental apartment. Although the prospect of non-standard accommodation market is promising, there are some problems in the current non-standard accommodation products, such as individuation is the soul of non-standard accommodation products. But the convergence of products and services has spread quietly, at the same time, excessive and improper design violates the basic rules of accommodation services, but will reduce the experience of guests and so on. These have seriously affected the satisfaction of non-standard accommodation products. With the rapid development of the Internet in China, tourism enterprises have already been integrated into the Internet tide, customer evaluation at all times. It is not only the true reflection of customer demand, but also the direction of enterprise reform, when enterprises integrate customer evaluation into the development of enterprises, internal changes and growth of efficiency. It will be in the role of the market economy to obtain rich returns. And this study on the satisfaction of non-standard accommodation products can help tourism enterprises find customer satisfaction or dissatisfaction with the content of accommodation products. In order to facilitate the enterprise to improve the products and services, to achieve accurate network marketing, improve customer satisfaction. This paper reviews the use of web crawler technology to capture all non-standard accommodation products in Ctrip online in Beijing. With the help of software ROSTCM6 and certain programming and manual processing, the user comments grabbing through web crawler technology are segmented and the key word library of this paper is constructed, and based on this. A non-standard residential product satisfaction evaluation index system is constructed, and the text comments are quantified through keyword scoring, index weight distribution and so on. According to the algorithm designed to calculate the non-standard accommodation product evaluation indicators, dimensions and overall satisfaction score. Through the calculation of data, we can see that the customer satisfaction of non-standard accommodation products in Beijing is on the low side. Customers, especially the facilities of non-standard accommodation products are not satisfied, and the satisfaction of the service is low. Finally, this paper uses radar map analysis method to analyze the calculated values. At the same time, with the help of UCNET software, the network center degree of the representative indicators is analyzed, and the factors that affect the customer satisfaction of non-standard accommodation products in Beijing, such as supporting facilities, room service, sanitation and so on, are found out. Based on this, the author puts forward the corresponding improvement suggestions, such as formulating relevant industry norms, paying attention to individualized service and strengthening infrastructure construction, etc. In order to help non-standard residential enterprises to improve customer satisfaction. The innovation of this paper is to design the framework of user comment mining system to quantify the tourist comments and to deal with the corresponding data. The conclusions are more convincing.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F719.2

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