Research On The Evaluation Index System Of B&B Service Quality Based On Online Comments

With the rapid development of China's tourism industry and the advent of the era of leisure and holiday for all B&B has developed rapidly in recent years because of its prominent cultural service function and strong participation.However,the rapid increase in the number of B&B has led to fierce market competition,and the products of the B&B are mixed.Attracting customers with high quality service and gaining competitive advantage has become the key to the operation of the B&B.At the same time,the B&B industry is at the primary level,the service quality management level has become an important indicator to measure the maturity of the B&B industry,and it is also the vane to guide the healthy development of the B&B industry;the rise of online reviews of online bookings is the best place to reflect the quality of B&B service and arn important way for potential guests to assist in decision making.Therefore,it is of great necessity and practical significance to conduct quality evaluation research on B&B tlarough network text analysis.Firstly,the online review of B&B is used as the research object.By collecting the online review information published by the network users on Ctrip.com,the text clustering method is used for information extraction.Then,establish a B&B service quality evaluation system.7 first-level indicators and 13 second-level indicators:facilities and equipment(facilities,room bedding,overall hardware evaluation,equipment elements),services(service attitude,service items,service quality)Entertainment and cultural factors(cultural style,entertainment facilities and projects),health and comfort,location,price,catering.Finally,taking Lijiang and Hangzhou as examples,using the fine-grained sentiment analysis method,the service quality of the B&B in each evaluation index is further analyzed,and the service quality index syste11m of the B&B is applied,and the indicators are analyzed by the IPA method.The study found that in the total service quality score,Lijiang is better than Hangzhou;Lijiang B&B showed "excellent" or "good" in the following indicators:room bedding,service level,cultural customs,facilities factors,hardware general evaluation,equipment factors,service attitude,service projects,entertainment facilities and projects,catering.Lijiang B&B is "normal" or "poor" in terms of location,price,and comfort.Hangzhou B&B is characterized as "excellent" or "good" in the following factors:service level,service items,entertainment facilities and projects,health and comfort,price,catering,and the following factors are“normal,or "poor":hardware general assessment,location,facility factors,equipment factors..The outstanding advantages indicators of Lijiang B&B are:health and comfort,catering and cultural customs;the indicators that need to be improved are service attitude and facilities factors.The outstanding indicators of Hangzhou B&B are:facilities factors,service attitudes,and cultural customs;indicators that need to be improved are:health and comfort,location.