Customer Satisfaction Study Of Shared Accommodation Platforms Based On Review Text Mining

Under the background of sharing economy,the sharing accommodation industry develops fast and has a large space for development.The homogenized hotels can no longer meet the personalized consumption needs of consumers,and the sharing accommodation is becoming the new choice of consumers,which threatens the development of the previous homogenized hotels.The host and the tenant complete the transaction through online accommodation sharing platforms(Airbnb,Tujia,etc.).After that,customers leave feedback on their experience in the form of comments.These reviews are informative and informative,providing the clearest and most intuitive insight into how customers are enjoying their stay and whether they are satisfied or not.As this is a new type of accommodation,there is little research on the customer experience and satisfaction of shared accommodation.In view of this,this paper takes the customer comment data of Tujia website as the research object.Firstly,the web crawler technology is used to collect 31,584 comments of shared accommodation in Shanghai from Tujia website.By pre-processing such as deleting duplicate data,Chinese word segmentation,and visualization methods such as word frequency statistics and word cloud map,the basic attribute characteristics of online comment text are obtained.Through KH coder 3,ROST CM 6.0,ROST EA 1.9.0.4 and other deep mining methods such as cluster analysis and semantic network analysis,the customer experience elements are studied,which can be divided into six aspects: housing characteristics,transportation location,surrounding facilities,interaction between host and guest,overall feeling and others.Compared with the customer experience elements of traditional hotels,the room environment,supporting facilities,location and transportation are the common experience elements of the customers of the two types of accommodation.However,the difference is that the tenants of shared accommodation will pay more attention to the interaction between hosts and guests in the experience,the decoration characteristics of the housing resources,and other aspects.Contrary to the research results of some scholars,Sustainability and economic benefits(price)are not the main reasons why customers choose to share accommodation,but the interaction between host and guest and the real family experience are the key factors driving the user site.Finally,the sentiment analysis of customer comments is carried out,and the relationship between the factors of shared accommodation experience and satisfaction is obtained by combining the weight of customer experience factors.The relationship between the factors of shared accommodation experience and satisfaction is analyzed by combining the two-factor theory of Herzberg.The results show that different factors of customer experience have different degrees of influence on the satisfaction of accommodation products.According to the two-factor theory,it is concluded that the characteristics of housing resources,transportation location and interaction between hosts and customers have a significant impact on customer satisfaction.Among them,customers’ comments on housing features and traffic location experience are mainly negative semantic space,such as customers’ dissatisfaction with facilities,noise,location and traffic,while the interaction experience between landlords and tenants is positive semantic space,such as customers’ positive comments on family experience and owners’ attitude,indicating high customer satisfaction.By extending the two-factor theory to the field of shared accommodation,this study not only enriches the relevant research on shared accommodation experience and satisfaction,but also further promotes the text mining method and innovates the research methods of customer experience and satisfaction.On the practical level,the research results will help the sharing accommodation platform and the landlord to identify customers’ sharing accommodation experience,understand their real needs,analyze customer satisfaction,improve the problems existing in accommodation products,and improve the corresponding service level,so as to ensure that customers have a good accommodation experience and promote the sustainable and healthy development of the sharing economy.