A Study On Customer Satisfaction Of Boutique Homestays In Chongqing Based On Online Review

The COVID-19 pandemic has undoubtedly impacted the tourism industry,but the homestay sector has defied the odds with tremendous growth,thanks to the government’s favorable policies.In particular,the boutique homestay industry has seen remarkable development,attracting a swarm of investors and entrepreneurs eager to ride the wave.However,with growth comes competition,and boutique homestay operators must prioritize customer needs and enhance their satisfaction levels constantly to stay ahead in the game.Therefore,studying customer satisfaction in the boutique homestay industry has become a critical requirement for maintaining an unbeatable market position.This article focuses on the study of boutique homestays in Chongqing,using webcrawling technology to collect user review data from Ctrip.com.Using grounded theory,the key factors that influence customer satisfaction in boutique homestays were identified.A Chongqing boutique homestay customer satisfaction index system was then constructed,consisting of 44 third-level evaluation indicators,18 second-level indicators,and 6 firstlevel indicators.The weight of each index was assigned based on the proportion of comments attributed to it.A satisfaction evaluation model was developed for the Chongqing boutique homestay industry and the Likert five-level scale method was used to quantify each online comment with a score between 1-5.Finally,the weighted satisfaction scores of each level of the index were calculated,quantifying the overall customer satisfaction of boutique homestays in Chongqing.The study found that overall,customer satisfaction levels are relatively high,but there are still issues with infrastructure and equipment maintenance,room comfort,safety management,support facilities,and price matching.Based on the findings,several recommendations were made for boutique homestay operators to focus on improving infrastructure,upgrading room comfort,paying attention to safety management,and enhancing the cultural characteristics of the homestay.Industry associations were also advised to assist in government supervision and management of boutique homestays and leverage their resources to improve the homestay industry.Meanwhile,the government should plan and develop support facilities,strengthen supervision and management,improve policy development,and increase support for boutique homestays.By pooling efforts from enterprise,industry,and government sectors,the satisfaction of customers in Chongqing’s boutique homestays can be improved,supporting the rapid and healthy development of the industry.