Research On The Impact Of Customer Hotel Experience Value On Satisfaction Based On Online Reviews

In the background of supply-side structural reforming and the replacing of old growth drivers with new ones,higher requirements are imposed on the transformation and development of the hotel industry from the supply side.As one of the most representative service industry,the hotel industry provides its core products with innate experience characteristics.Online reviews and sentiment analysis technology provide a new way for the hotel industry to accurately identify and meet the needs of customers,and improve hotel service quality,in order to bringing new opportunities to the development of the enterprise in the context of “experience economy”.From the perspective of experience value,this paper takes online reviews as the research object and studies the influence of experience value on customer satisfaction in hotel industry.On the one hand,based on the background of big data and online reviews content,the dimension of the experience value of the hotel industry is divided,which enriches the theory system of experience value.On the other hand,the application of sentiment analysis provides a new idea for the exploration of this problem,which expanded the theoretical value of online reviews.Firstly,under the guidance of Maslow's hierarchy theory of needs,combined with the characteristics of the hotel industry to construct the experience value structure system,and then put forward the research hypothesis and set up the research model.Secondly,more than 70,000 online reviews are processed and the sentiment analysis of the review texts is performed by Python programming.Then an ordered logistic regression model is established to explore the influence of different dimensions of experience value on customer satisfaction.The results show that the different dimensions of experience value are significantly positively correlated with satisfaction,however,the degree of influence of each dimension is different.For the hotel industry as a whole,situational value has the most significant impact on customer satisfaction,followed by emotional and economic value.Analysis of different types of hotels yields similar results;but for economy hotels,social value has the weakest impact on satisfaction.Finally,based on the research results,this paper provides targeted advice on raising the service level and improving customer satisfaction in the hotel industry from four aspects.