顾客满意度大数据

摘 要随着中国经济的快速发展，国内酒店数量不断增加，行业水平不断进步。当前酒店行业已是红海市场，但仍不断有资本进入这一行业，石狮地区的酒店行业亦是如此。在这样的市场环境下，想要占据一定量的市场份额，吸引更多顾客，研究如何提高满意度越发重要。对于酒店来说，想要提高自身的顾客满意度，离不开对顾客需求的了解。伴随近年互联网的发展，网络消费已成为了潮流，越来越多顾客选择在网上对酒店的服务质量进行评价。因此线上评论已成为了重要的数据资源，可以更真实的反应顾客对酒店的需求。本文借助集搜客软件研究顾客的线上评论分析顾客对酒店产品和服务的满意度现状，为提高顾客满意度建言献策。关键词：线上评论；顾客满意度；大数据AbstractWith the rapid development of China's economy, the number of domestic hotels continues to increase, the level of the industry continues to progress. The current hotel industry is a red sea market, but there are still continuing capital into the industry, shishi area hotel industry is the same. In such a market environment, to occupy a certain amount of market share and attract more customers, it is increasingly important to study how to improve satisfaction. For the hotel, to improve their customer satisfaction, is inseparable from the understanding of customer needs. With the development of the Internet in recent years, network consumption has become a trend, more and more customers choose to evaluate the service quality of the hotel online. Therefore, online evaluation has become an important data resource, which can more truly reflect customers' demands for hotels. This paper studies online customer reviews and analyzes customer satisfaction with hotel products and services by means of the gooSeeker software, and proposes Suggestions for improving customer satisfaction.Key words: Online evaluation; Customer satisfaction；Big Data目 录1 绪 论......................................................