Research On Hotel Service Quality Evaluation Based On Sentiment Analysis And TOPSIS Method

With the development of social economy,people’s living standard is constantly improved,and the arrangement of holidays is more and more abundant,which brings rapid development to the tourism industry.More and more consumers book hotels online,thus promoting the development of the hotel industry.However,with the increase in the number of hotels,consumers pay more attention to the quality of service.This paper USES web crawler technology to collect consumers’ online comments on hotel services,builds an index system of hotel service quality evaluation by combing and analyzing,and makes an empirical analysis of data by means of emotional analysis and TOPSIS method.Its main achievements and innovations are as follows:(1)The use of a Python program for web crawler,collected from ctrip App Chengdu five different types of hotel 3000 online comments,by removing the default value as well as a null value,finally get the samples of 2115 comments,use of network content analysis and related technology of text preprocessing,the text of the hotel service quality word segmentation and part-of-speech tagging and stop words filtering and syntax analysis,build up the index system of service quality in this paper.(2)Emotional analysis is used to analyze hotel reviews,including the construction of emotional dictionaries,the selection of sample websites,the determination of research objects and the assessment of hotel service quality,so as to obtain the emotional scores,emotional mean and weight of all indicators of the hotel.(3)The TOPSIS method was used to evaluate and rank the hotel service quality,and the quantitative results of each hotel service quality index and the final ranking were obtained.(4)According to the weighted and standardized evaluation,relevant indicators affecting the hotel’s service quality are identified.Combining with the gap model,countermeasures and Suggestions are put forward to improve the hotel’s service quality from different dimensions such as quality standard deviation,marketing communication,and consumers’ perceived quality.The index system and evaluation methods proposed in the study have theoretical reference value for online analysis and research on hotel service quality,and have certain practical guiding significance for improving hotel service quality and customer satisfaction.At the same time,also can provide a basis and help for consumers to choose hotels online.