Reputation Evaluation Model Of Hotel Service Providers Based On Online Reviews

With the development of network technology,Owing to the unceasing advancement in internet technology,booking hotel rooms online has gradually become the dominant means of hotel booking.For the lack of hotel service providers’ reputation,incidents of booking traps and complaints from guests are on the increase along with the rapid expansion of online hotel booking service.Therefore,identifying the evaluation index of hotel service providers,aiding residents with bases to avoid the reputation trap of hotel service providers,and finally improving the reputation of hotel service providers are the focus of the study.Taking Ctrip as an example,this paper constructs an evaluation index system of hotel service providers ’ reputation by adopting grounded theory,semantic analysis,literature research,and hesitant fuzzy sets.Based on the index,hotels’ reputation is further compared and evaluated by utilizing the hesitant fuzzy evaluation in combination with weights from experts.Finally,countermeasures and suggestions to improve online hotel booking providers’ reputation are provided.This paper focuses on(1)After grabbing the comment textual information of the guests on Ctrip.com by using Python,the feature words are extracted through semantic analysis.Then,based on grounded theory,selective coding of these feature words are conducted and a hotel service providers’ reputation evaluation index system based on online review is obtained.(2)To better reflect the reality,a hotel service providers ’reputation evaluation model based hesitant fuzzy evaluation in combination with weights from experts is constructed by taking comprehensive consideration of the corresponding influence between the experts’ specialization level and hesitant fuzzy elements.(3)Two hotels on Ctrip.com of the same type and same rating are selected to conduct a case study to compare the differences between the overall reputation and the first-level evaluation index of the two hotels and countermeasures,and suggestions for the improvement of a hotel service provider’s reputation are provided.From the perspective of guests’ needs,initiated by analyzing the textual information of guests’ review,this paper constructs a hotel service providers’ reputation evaluation index based on online review and a hesitant fuzzy evaluation model in combination with weightsfrom experts,both the index and the model enhance applicability and practicality of applying them to real situations.