Research on Hotel Service Quality Improvement Based on Text Analysis

-- Take Shanghai Kempinski Hotel as an Example

Abstract

This paper takes Shanghai Kempinski Hotel as the research object and focuses on its service quality. This paper obtains 760 effective review data from Ctrip website, and uses text analysis method to statistically analyze and process the content of the reviews. Combining the online review data with the existing literature, the service quality of Shanghai Kempinski Hotel is evaluated and analyzed from the aspects of tangible product quality and intangible product quality. The results of the comment analysis show that the main problems of tangible product quality lie in the hygienic environment, equipment and facilities that are not professional enough, and the main problems of intangible product quality lie in the low service efficiency, poor service attitude, and so on. Finally, combined with the problems of the hotel service, respectively, from strengthening training to improve the quality of staff service, do a good job of hygiene inspection, strengthen the construction of equipment and facilities, etc. put forward the corresponding countermeasures recommendations.