Customer Satisfaction Attribution Analysis of Hotel Online Reviews Based on Qualitative Research Methods
Authors: 
Pinghao Ye, Bin YuAuthors Info & Claims
Pinghao Ye, Bin YuAuthors Info & ClaimsPages 93 - 98
Abstract
Based on over 8900 online reviews from travelers staying in six hotels in Guangzhou booked on Ctrip, the qualitative research methods were applied to code the online review data via the qualitative analysis software Nvivo11.0 and extracted six main factors influencing the positive or negative emotions of the comments of travelers staying in the hotel in the hotel industry, revealed that the service was the core influential factor, and put forward the strategic recommendations for the future development in the "Internet + hotel" industry from the perspective of checked in travelers.
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Index Terms
- Customer Satisfaction Attribution Analysis of Hotel Online Reviews Based on Qualitative Research Methods
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Published In
July 2018
202 pages
ISBN:9781450364812
DOI:10.1145/3241748
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- Beijing University of Technology
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Association for Computing Machinery
New York, NY, United States
Publication History
Published: 05 July 2018
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Author Tags
Qualifiers
- Research-article
- Research
- Refereed limited
Conference
ICEBT 2018
ICEBT 2018: 2018 The 2nd International Conference on E-Education, E-Business and E-Technology
July 5 - 7, 2018
Beijing, China
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