Customer Satisfaction: What Should Business Hotels Care About?

DOI

10.2991/aebmr.k.201128.075How to use a DOI?

Keywords

Customer satisfaction, business hotel, online reviews, content analysis, net-ethnography

Abstract

Online reviews have an important influence on hotel customers’ consumption behavior. This research mainly collects comment information of DoubleTree by Hilton Hotel in Chongqing through web crawlers, and uses content analysis to perform word frequency statistics, word cloud graph analysis, semantic network graph analysis as well as sentiment analysis on the obtained data to discuss the factors influencing customer satisfaction of the hotel. The results show that the factors that affect customer satisfaction include (1) functional value, mainly including hotel infrastructure, geographic location, and convenience; (2) service value, focusing on service quality; (3) emotional value, which is the emotional experience provided by the hotel to customers. Based on these findings, the study puts forward some relevant suggestions for business hotels in terms of location selection, facility layout, employee training, marketing, publicity, and customer emotional experience for the business hotels.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Tingting Du
AU  - Caihong Zhang
AU  - Mei Wang
PY  - 2020
DA  - 2020/11/30
TI  - Customer Satisfaction: What Should Business Hotels Care About?
BT  - Proceedings of the 2020 2nd International Conference on Economic Management and Cultural Industry (ICEMCI 2020)
PB  - Atlantis Press
SP  - 387
EP  - 390
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.201128.075
DO  - 10.2991/aebmr.k.201128.075
ID  - Du2020
ER  -