碩士 / 國立暨南國際大學 / 觀光休閒與餐旅管理學系 / 106 / Abstract
This research aims to explore customer satisfaction of luxury hotels from online
reviews.However, the use of traveler online reviews to explore the relevance of
customer satisfaction in luxury hotels is quite lacking. Thus, In this study the content
analysis method was used to sample the text content on the trip-advisor platform and
the quantitative was adopted to extract the consumer’s online comments on the luxury
hotels on both sides of Taipei and Shanghai. To carry out the frequency statistics and
positive, negative emotion analysis of the key words and expressions, analysis the P /
N value, and the text cloud by using IPA analysis ,analyze the“human service ”、
“ consumption objet ”、“space environment ”、“the perceptual value ”4 the
large construction and the 14 sub dimensions. Including service attitude, profession
service, service efficiency, geographical location 、room space 、derivative value
(additional value)…….so on.By collecting from January 2017 to March 2018 Taipei,
Shanghai, the first three major reviews of more than 1200 of the two cross-strait luxury
hotels each for three, with the latest 300 comments, and for 6 hotels total for 1800
comments, the whole numbers of words about 252800 characters written in
Chinese.According to the results of the study, the luxury hotels on both sides of Taipei
and Shanghai offer the highest customer satisfaction “human service” and ”space
environment”. In this research, we find out the order of priority improvement, hidden
problems and consumption habits, provide suggestions and reference to the operators
so as to make a great customer relationship management , so that the service of two
dealer is closer to the demand of customers.
| Identifer | oai:union.ndltd.org:TW/106NCNU0720002 |
| Date | January 2018 |
| Creators | Chang, Mei-Shu, 張美淑 |
| Contributors | Dr.Ting, Ping-Ho, Dr. Tseng ,Yung-Ping, 丁冰和博士, 曾永平博士 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 88 |
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