| Issue |
E3S Web Conf.
Volume 251, 2021
2021 International Conference on Tourism, Economy and Environmental Sustainability (TEES 2021)
|
|
|---|---|---|
| Article Number | 01034 | |
| Number of page(s) | 4 | |
| Section | Analysis of Energy Industry Economy and Consumption Structure Model | |
| DOI | https://doi.org/10.1051/e3sconf/202125101034 | |
| Published online | 15 April 2021 | |
Exploring Customer Experience of Smart Hotel: A Text Big Data Mining Approach
School of Economics and Management, Wuyi University, Jiangmen, Guangdong 529020, China
* Corresponding author: morucong@126.com
In order to analyse the factors and dimensions that customers pay attention to smart hotels, this experiment selects the user reviews of five smart hotels on Ctrip as the research samples, and carries out network text big data collection, text pre-processing and topic mining through the relevant algorithms of Python programming language. The results show that customers’ accommodation experience of smart hotel mainly includes five aspects: breakfast and transportation, staff service level, intelligent service, room environment, and room hardware facilities. Among them, the customer’s attention to the intelligent services of smart hotels and the intelligentization of hardware facilities in guest rooms reflect the difference in customer experience between smart hotels and traditional hotels, which provides a certain reference for the optimization of hotel service levels.
© The Authors, published by EDP Sciences, 2021
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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