Research On User Satisfaction Of Different Star Hotels In Wuhan

The Chinese hotel industry has developed rapidly due to the impact of the economic environment and policy situation.However,the development of the hotel industry has encountered bottlenecks in recent years,so how to maintain and improve the satisfaction of hotel users has become an urgent problem for the hotel industry.With the advent of the era of big data,more and more users like to post comments on the travel booking platform,these first-hand comments will be immediately known to the public.Therefore,if we can explore the characteristics of hotel reviews,emotional trends and understand user preferences,it will be important to improve user satisfaction and hotel performance.Based on the Ctrip website's hotel user reviews,the Octopus is used as a data sampler.A total of 52,708 valid reviews are crawled.The sample hotels are divided into two stars and below,three stars,four stars and five stars.Four levels of grades,research on user satisfaction.First use the Octopus software to collect the reviews of different star hotels,then use the Jieba tool to process the hotel reviews,get the high word frequency of different star hotel reviews,and then use the TF-IDF method to calculate the feature weights and K-Means algorithm clustering.Comment features,finally using Pearson correlation coefficient,NB and SVM algorithm to analyze feature correlation and sentiment orientation,and then to study the satisfaction of different star-rated hotel users in Wuhan.The final conclusions are as follows: First,the characteristics of hotels that are of concern to different star-rated hotel users are basically the same,but the degree of attention will be different.Secondly,users of different star-rated hotels in Wuhan have different satisfactions with different characteristics.The price characteristics are the highest among the hotels with two stars and below,followed by four-star,five-star and three-star hotels,environmental characteristics,four Star-rated hotels are more satisfied than five-star hotels,but the gap is small,followed by three-star hotels,with the lowest satisfaction of two-star hotels and below.Finally,the overall satisfaction of hotel users in Wuhan is at the upper-middle level.The overall satisfaction of different star-rated hotel users in Wuhan matches the hotel grade,namely five-star,four-star,three-star,two-star and below hotels.Satisfaction is decreasing in turn.Combined with the analysis of this paper,the following three suggestions for hotel managers are given.First of all,hotel management should be precise,different star hotels should be the right medicine,the focus of hotel management should be on the three dimensions of facilities,health and services,and other aspects of management should be adjusted according to hotel categories and user needs.Secondly,hotel services should be upgraded,environmental facilities should be improved,and standardized and humanized service should be provided.Strict washing and sanitation inspection procedures should beestablished.The age of facilities and equipment should be regularly checked and regular maintenance should be carried out.Users create a clean,welcoming and comfortable accommodation.Finally,the location of the hotel should be precise and the price should be reasonable.It is recommended that the hotel choose sites in densely populated and convenient areas,such as scenic spots and stations.At the same time,the hotel should pay attention to the surrounding environment,infrastructure,commercial facilities and other location conditions.The price adjustment of star hotels should be rationalized,and the pricing of hotels on different platforms should be reduced.