Study On Promotion Strategy Of Customer Experience In Online Short-term Rent In Kunming City

People's lives have gradually entered the era of experience economy with the rapid economic and social development.Consumers are not simply satisfied with the function of accommodation and rest during the travel,but pay more attention to the experience of staying in the experience economy era.In recent years,with the rapid development of the sharing economy,sharing houses has also become a very important part of the sharing economy.Online short-term rent is different from the traditional accommodation industry which customers have different needs,such as the needs of integrating with local people's lives and the needs of the stay of the whole family.How to bring better experience to customers has become the top priority of online short-term rental house managers.And it is particularly important to study the customer experience of online short-term rental houses based on the reasons above.This article first reviews the related domestic and foreign literature on online short-term rent,review mining,customer experience,measurement index system construction,content analysis method,KANO model,and so on.Secondly,the development status of the online short-term rent industry in China and the problems existing in customer experience were combed.On the basis of the above steps,we get the customer reviews of all the online short-term rental houses on the Airbnb through the web crawler technology.From the point of view of big data,we used content analysis to identify the influencing factors of customer experience of the online short-term rental houses in Kunming,then built the customer experience measurement system for online short-term rental houses in Kunming,which measured customer experience by analyzed and quantified the customer reviews.Finally,this paper puts forward the countermeasures and suggestions for improving the customer experience of online short-term rental houses in Kunming,and provides decision-making reference for online short-term rental house managers based on the above analysis.