评论文本对酒店满意度的影响:基于情感分析的方法

发布时间：2018-03-01 01:23

本文关键词： 评论文本酒店特征情感分析消费者满意度　出处：《数据分析与知识发现》2017年03期 　论文类型：期刊论文

【摘要】：【目的】通过对评论文本进行文本分析,研究影响酒店用户满意度的因素,为酒店管理者提供建议。【方法】利用Word2Vec对Tripadvisor.com酒店评论进行特征抽取和降维,结合情感分析技术,提取每类特征对应的情感,构建计量经济模型分析酒店特征评价与用户满意度的关系。【结果】研究结果表明:(1)评论文本的情感表达越积极满意度越高,但这种影响并非线性的,而是呈现"U"形的;(2)用户评论文本中提到的特征类别数越多,该用户越有可能倾向不满意;(3)消费者对豪华型酒店和经济型酒店特征类别的关注存在显著差异,消费者对前者更关注员工服务,对后者更注重清洁度;(4)对豪华型酒店,消费者满意度受到网络(Internet)这个特征维度的显著影响,而对于经济型酒店该维度的影响则不显著。【局限】样本的选择不够全面,未来可爬取多个城市数据进行更全面分析。【结论】从评论文本角度建立了酒店特征与消费者满意度的联系,为酒店在线口碑研究提供了理论依据。
[Abstract]:[objective] to analyze the text of comments, study the factors that affect the satisfaction of hotel users, and provide suggestions for hotel managers. [methods] feature extraction and dimensionality reduction of Tripadvisor.com hotel reviews were carried out by using Word2Vec, and the emotion analysis technique was combined. The relationship between hotel feature evaluation and customer satisfaction was analyzed by using econometric model. [results] the results showed that the more positive the emotional expression of comment text, the higher the satisfaction, but the influence was nonlinear. The more the number of feature categories mentioned in the user review text, the more likely the user is likely to be dissatisfied.) there is a significant difference in the consumer's attention to the luxury hotel feature category and the economy hotel feature category. Consumers pay more attention to employee service to the former, and to the latter to cleanliness.) to luxury hotels, consumer satisfaction is significantly affected by the characteristic dimension of Internet. However, the impact of this dimension on the economy hotel is not significant. [limited] sample selection is not comprehensive enough, In the future, multiple city data can be collected for more comprehensive analysis. [conclusion] the relationship between hotel characteristics and consumer satisfaction is established from the point of view of comment text, which provides a theoretical basis for the study of hotel online word-of-mouth.
【作者单位】：武汉大学经济与管理学院;
【分类号】：F719.2;G353.1

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