A Comparative Study On Customer Satisfaction Of Chinese And Foreign Hotels Based On Online Comments

Customer satisfaction has always been one of the core contents of hotel management practice and research.It affects the decision-making behavior of hotel managers and is an important factor to measure the overall competitiveness of hotels.In recent years,China’s hotel industry has developed rapidly.Hotels serve domestic customers and receive a large number of foreign customers.Customer satisfaction is affected by various attribute factors of the hotel.Different customer groups have heterogeneity in accommodation needs.Due to the influence of cultural,geographical and personality differences between Chinese and foreign customers,they will inevitably have different preferences and requirements for hotel satisfaction.With the rapid development and popularization of the Internet,websites such as Ctrip,public comment and Trip Advisor have built an excellent information exchange and sharing platform for Chinese and foreign customers and hotels.Hotel managers can upload more detailed hotel information to facilitate Chinese and foreign customers to make online reservations;Chinese and foreign customers will also write comments on relevant websites according to their own consumption experience after staying in the hotel.These online comments can potentially promote the research and analysis of hotel customer satisfaction.Therefore,this paper takes the hotels in Anhui Province as the research object and aims to study the influencing factors of hotel satisfaction.By constructing the hotel satisfaction evaluation index system,this paper compares and analyzes the satisfaction difference of different star hotels,the demand difference of Chinese and foreign customers,and analyzes the reasons for the difference of Chinese and foreign customers’ satisfaction with hotels in Anhui Province,in order to promote the operation and improvement of the hotel industry in Anhui Province,Provide help and insights for the development of the hotel industry after the COVID-19,improve the satisfaction of domestic and foreign customers with hotels in Anhui Province,and help their hotel development to be in line with internationalization.The research defines the theoretical concepts of hotel customer satisfaction and online comments.Based on the theories of cognition emotion and rooting,it analyzes the relevant literature at home and abroad,uses the methods of text mining,quantitative analysis and comparative analysis,takes the 30320 online comments of Chinese and foreign customers in Ctrip and Trip Advisor websites as the initial research sample,processes the data,establishes the LDA theme model,and constructs the index system affecting hotel customer satisfaction,Determine the five evaluation indicators that affect customer satisfaction,quantify the text data,analyze the overall satisfaction of Chinese and foreign customers,study the influencing factors of satisfaction of different star hotels by using cognitive theory,study the satisfaction of Chinese and foreign customers with each index attribute of the hotel by combining Likert method,explore the reasons for the differentiation of Chinese and foreign customers’ Hotel satisfaction by using grounded theory,and finally summarize and draw a conclusion.The results show that among the five index levels of "regional environment","service","room facilities","accommodation environment" and "cost performance",domestic customers are the most satisfied with the regional environment,the least satisfied with the accommodation environment,and foreign customers are the most satisfied with the cost performance and the most dissatisfied with the room facilities.In different star hotels,customers pay more attention to the service of five-star hotels,the regional location of four-star hotels and the cost performance of three-star and below hotels.Compared with the accommodation environment of low-end hotels,customers pay more attention to the room facilities of five-star and four-star high-end hotels.Due to cultural differences,domestic customers pay most attention to the location of the hotel’s regional environment,the attitude of hotel service,the cleanliness of hotel accommodation,the creation of hotel rooms and the cost performance of the hotel,while foreign customers pay more attention to the hotel’s regional environment,the quality of hotel service,the quietness of hotel accommodation,the bathroom of hotel rooms and the breakfast of the hotel.