Abstract
In recent years, with the development of mobile Internet and smartphones, more and more consumers will share their feelings and thoughts after staying in the hotel on the website, thus forming many online comments. These online comments reflect consumers' perception of the hotel image to a certain extent. This paper uses Python to collect 35977 online comment data of luxury hotels in Dalian. Through the analysis of high-frequency words, characteristic words, and comment emotion, it is found that the main factors affecting the perception of hotel image are: hotel location, room condition, environmental sanitation, service attitude, and professional ability of receptionist and other service personnel. Finally, according to the research conclusions, provide personalized suggestions for the hotel to improve its image.
Recommended Citation
Jia, Qiong and Jiang, Pan, "Research on Image Perception of Luxury Hotels in Dalian Based on Text Analysis" (2021). ICEB 2021 Proceedings (Nanjing, China). 61.
https://aisel.aisnet.org/iceb2021/61