Research On Characteristics Of Tourism Complaints Based On Information Mining

With the rapid development of China's tourism industry,the quality of tourism services is highlighted,and tourism complaints reflect the quality of tourism services to a certain extent.Therefore,the study of the emergence of tourism complaints,the characteristics of tourism complaints and the remedy of tourism complaints are of great significance for improving the quality of tourism services.Based on the technical means of information mining,this study analyzed the time and space characteristics,content characteristics,emotional characteristics,processing and recovery remedies of the complaint text data of 7741 cases and 4250522 words in 2011-2018 on travel315.people.com.cn.The research was carried out by information mining techniques,and the analysis results were visualized by software such as ArcGIS and NetDraw.In terms of basic trends,the amount of tourism complaints and the rate of tourism complaints are basically synchronized,and the difference with the trend of changes in domestic tourist arrivals is obvious;policy and government supervision have a significant impact on the trend of tourism complaints.In terms of the time and space characteristics of tourism complaints,tourism complaints have a certain concentration in time and space,and the time and space factors are related to the types of tourism complaints.In terms of the content of tourism complaints,travel agencies are the focus of tourism complaints,and there are significant differences in the trends of different types of travel complaints;the main contents of travel complaints are consumer fraud,contract disputes,compulsory shopping,false publicity and poor service;The complaint characteristics are basically in line with the tourism complaint attribution model;In the emotional aspect of tourism complaints,the overall complaint behavior of tourists is a rational behavior,the negative emotions of tourists are related to the type of damage perceived by tourists,and there is a positive correlation with the degree of damage.In terms of handling and responding to travel complaints,the overall processing rate and response rate are not high,and there are significant differences between different companies and different regions.In view of the above research results,combined with the tourism complaint attribution model and the tourism complaint service remediation procedure,some countermeasures and suggestions are put forward.The government and tourism service quality supervision departments should realize the difference of time and space in policy intervention;tourism companies should pay attention to the negative emotions of tourists;tourism companies should establish reasonable service remediation standards and procedures;tourism service enterprises should improve the initiative and quality of service remediation;tourists should actively participate in service remediation process,evaluation and feedback service remediation The effect;tourism service enterprises should improve the utilization rate of service remedial feedback information,so as to achieve the purpose of improving the quality of tourism services.