基于网络文本内容分析的在线旅游网站投诉研究-西安建筑科技大学学报（社会科学版）

文章信息/Info

Title:: A Research on the Online Complaints on Travel Sites Based on the Web Text Analysis

Author(s):: ZOU Ya-zhen; （Huaqiao University,College of Tourism,Quanzhou,Fujian 362021, China)

摘要:: 我国在线旅游网站迅速发展的同时伴随着消费者的不满。旅游投诉是反映旅游企业服务质量、经营问题的重要途径之一。通过对人民网旅游3?15投诉平台的相关资料进行整理，以405起针对在线旅游网站的投诉案例为样本，借助ROST Content Mining内容挖掘软件分析对在线旅游网站投诉进行研究。研究发现：我国在线旅游网站投诉主要集中在携程旅行网和去哪儿网，在时间分布上具有较为明显的淡旺季之分，投诉内容以酒店、航空和旅行社为主；投诉内容上主要对酒店住宿、机票预订和旅游行程安排等产品和服务提出不满；消费者对投诉处理结果总体上满意度不高，主要集中在退款事项、相关工作人员服务态度等方面。

Abstract:: Given the increase of tourists’ dissatisfaction and the rapid development of China’s online travel websites, tourist online complaints become one of the important ways to reflect the service quality of tourism enterprises and operational problems. With the review of relevant tourist complaints on travel315.people.com.cn, the paper analyzes 405 cases by using ROST Content Mining system. It finds out that: most complaints about hotel, airline and travel agency are on Ctrip and Qunar, and there is an obvious time distribution of low and peak seasons; the complaints are concentrated on the dissatisfaction with hotel accommodation, air ticket booking and travel arrangements; the satisfaction of complaint handling results is fairly low, mainly in the refund matters and the staff attitude and so on