Research on Customer Satisfaction of Natural Ecological Hotels Based on Network Evaluation—— Taking InterContinental Shanghai Wonderland as an Example
Abstract
hotels have become an indispensable and important part of the tourist life. However, there are still some problems in the operation process of
InterContinental Shanghai Wonderland. So it is necessary to actively deal with the relevant problems through the feedback of hotel custom_x005fers. This study establishes a research framework based on a literature review, collects 315 customer reviews from Ctrip.com as the research
content, and employs a content analysis method to analyze the customer online reviews and refine the factors influencing customer satisfaction.
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DOI: http://dx.doi.org/10.18686/fm.v8i6.11702
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