Research on High-End Hotel Service Quality Evaluation Index System Based on Network Comment Content Analysis-Taking Guangzhou as an Example

摘要

The customer's comment from the Internet largely reflects the customer's focus and perceived evaluation of the quality of the hotel's quality. This paper first analyzes the content of 1500 network reviews, selects 35 initial indicators, and designs questionnaires based on these 35 indicators to survey frequent customers of 171 high-end hotels. Finally, this paper establishes a high-end hotel evaluation index system of service quality through factor analysis, providing high-end hotels with the direction of improving service quality.