Study On Customer Satisfaction Of Homestayers In Henan Province Based On Text Mining

In recent years,as a new form of accommodation,homestay has gradually become the first choice for people to rest during travel,and has been recognized by the majority of travelers.At the same time,with the rapid development of Internet technology,consumers are more inclined to evaluate the experience of homestays on online platforms and express their emotions and attitudes.Therefore,mining the hidden customer emotional information behind homestay reviews not only has important theoretical and practical significance,but also provides certain index support and method support for relevant researchers in the future,and can also provide a new analytical perspective for Henan homestay industry and further promote the high-quality development of homestay industry.At the same time,the review information of homestays can not only provide consumers with certain reference value and reduce the risk of consumption decisions,but also provide substantive suggestions to homestay operators,optimize the services and facilities of homestays in a more targeted manner,and improve the overall quality,thereby improving customer satisfaction.Therefore,this article will study the satisfaction of customers with the review information related to homestays in Henan Province.This paper first uses the octopus collector software to crawl the homestay review text from Ctrip’s website and Qune’s website,and after seven months,a total of96,305 text data were collected,and after preprocessing the data,78,218 pieces of data were finally obtained.Secondly,python and ROST Content Mining software are used to visually analyze the comment information,and the review text is classified by combining Word2 vec and K-means models to explore the characteristics of the homestay.Then,using the method of sentiment analysis,the sentiment value of all comments after preprocessing is calculated by constructing an emotional dictionary in the homestay field,and the sentiment of the comments is classified according to the positive and negative of the sentiment value and the size of the absolute value.Finally,the LDA model is used to mine the theme of positive and negative text sets,and the number of positive and negative emotional comments is used to calculate the customer satisfaction of homestays,and then the satisfaction of customers with Henan homestays is studied,and corresponding suggestions are made for the advantages and disadvantages of homestay operation.Through the analysis,the following conclusions are obtained:(1)When analyzing high-frequency words,words such as "room","services","good","clean",and "landlord" rank high,and words such as "decoration","parking","cooking","cleaning" and "sound insulation" are obtained through semantic network analysis,which reflect the customer’s demand for homestay and the focus of satisfaction.(2)Cluster analysis is divided into 6 main categories and 8 sub-categories,of which 6main categories are housing facilities,surroundings,services,prices,experience and catering.From the classification,it can be seen that customers pay more attention to whether the equipment is complete,whether the house is clean,whether the environment is comfortable,etc.In terms of decoration,customers pay more attention to whether it is exquisite and distinctive.(3)Divide reviews into positive,neutral and negative comments through sentiment analysis.Among them,the number of positive emotional comments accounted for 85.21%,the number of negative emotional comments accounted for 9.21%,in the positive emotional score,the rating of 4-10 points accounted for the largest proportion of comments,in the negative emotional score,the score of-4-0 points accounted for the most,indicating that customer satisfaction with Henan homestay has not reached a high level,and the homestay industry still has a lot of room for improvement.(4)The positive themes of Henan B&Bs include the surrounding environment,unique cuisine,customer experience,and decoration design,while the negative themes include room facilities,geographical location,service attitude,and living conditions.Through the analysis,it is concluded that customers are more inclined to house decoration,breakfast service,experience,etc.(5)The overall satisfaction rate of Henan Province is 90.25%,and the satisfaction rate of 11 prefectures and cities has reached more than 84%,the highest satisfaction is Jiaozuo City,and the lowest is Pingdingshan City.Therefore,in order to further improve customer satisfaction,homestay operators should strengthen the construction of homestay hardware facilities,continuously improve the overall service level,and enhance the customer’s living experience by creating characteristic homestays and strengthening the rendering of regional folk culture.Homestay platforms should also strengthen supervision,build standardized homestays,protect the safety and rights of consumers,and combine big data and other technologies to create an "Internet +" homestay industry.