Research On Hotel Service Demand Identification And Improvement Based On Customer Classification And Change Mode

With the development of Web 2.0 technology,online booking platforms are becoming more and more popular,and consumers complete the booking,payment and evaluation feedback of services on these platforms.In the era of big data,whoever masters the data will master the future.How to extract useful information from data is especially important for data analysis.Fine-grained feature analysis is an important research point in text analysis.This paper measures service characteristics by extracting feature attention and feature sentiment strength.Feature attention represents the customer's interest in this feature,and the emotional intensity represents the quality of the customer's evaluation of the characteristics and the degree of good or bad.In this paper,the following two aspects are studied by using feature attention and feature sentiment strength.The first is a horizontal study based on customer segmentation.The premise of this paper is that the customers of different travel types have different attention to the same feature,and their evaluation will be different.The criteria for customer segmentation in this paper are classified according to the types of tags that are posted on the customer's comments on the website.There are six types of business travel,family fun,and so on.Through horizontal research,we can find out the attention and evaluation of different types of customers,so as to more accurately locate customer preferences and implement more precise service strategies.The second is based on longitudinal research in the time dimension.This paper establishes a comprehensive similarity model,which represents the degree of comprehensive change of attention and emotional intensity in the two time periods before and after the feature.The model was used to identify six different patterns of change,and the characteristics of the six different patterns were ranked according to similarity and the strategy was improved.The horizontal study identifies customer-oriented personalized service requirements,and the longitudinal study provides an improved sequential strategy for service characteristics and an improved effect identification path.The precise service-oriented and feature-oriented precision improvement provides a feasible path for improving service quality.