摘要
共享住宿是一种新型非标准化住宿产品,探讨共享住宿的顾客满意情况及厘清顾客需求层次有利于推动共享住宿高质量发展.本文通过爬虫技术获取北京市的Airbnb网站房客评论文本数据,并利用百度AI开放平台对北京市共享住宿顾客满意度及需求层次进行分析,得出如下结论:顾客对北京市共享住宿产品的满意度总体较高;顾客更关注共享住宿中的周边交通、基础设施和房主服务等内容,而对装修环境、主观感觉和房源价格的关注度较低;顾客的满意度倾向较为适中,极端评级较少,且整体而言顾客越满意则网络文本评价内容越多、描述越具体;顾客的需求从低到高依次为:房源价格、基础设施、周边交通/装修环境、房主服务、主观感觉.目前共享住宿的市场定位更接近经济型酒店,其“共享”的特征不明显,共享住宿应有更广阔的发展空间.本文引进了成熟的人工智能产品百度AI开放平台作为技术手段,对共享住宿顾客满意度有更准确的评估,提高了网络文本处理的准确率和实际应用价值,为新兴产业的满意度研究提供范式.
Shared accommodation is a new type of non-standard accommodation product.To explore the customer satisfaction of shared accommodation and clarify the hierarchy of needs is conducive to promoting the high-quality development of shared accommodation.This paper obtains the text data of guest reviews of Beijing Airbnb website through crawler technology,and analyzes the degree of customer satisfaction and hierarchy of needs of Beijing shared accommodation by using Baidu AI open platform.The conclusions are as follows:Firstly,customer satisfaction with Beijing shared accommodation products is generally high.Customers pay more attention to the surrounding transportation,infrastructure and homeowner services in shared accommodation,while pay less attention to the decoration environment,subjective feeling and housing price;Secondly,the degree of customer satisfaction is moderate,and the extreme rating is less.And generally speaking,the more satisfied the customers are the more detailed the network text evaluation content will be.Thirdly,the hierarchy of needs is in the order of house price,infrastructure,surrounding traffic/decoration environment,houseowner service and subjective feeling.At present,the market positioning of shared accommodation is closer to budget hotels,while its“sharing”feature is not obvious.Shared accommodation should have a broader development space.This paper introduces a mature artificial intelligence product Baidu AI open platform as the technical means to evaluate the degree of customer satisfaction of shared accommodation more accurately,improves the accuracy of network text processing and practical application value,and provides a paradigm for the research on the degree of satisfaction of emerging industries.
作者
谢秋逸
周年兴
轩源
马小宾
Xie Qiuyi;Zhou Nianxing;Xuan Yuan;Ma Xiaobin(School of Geography,Nanjing Normal University,Nanjing 210023,China;Jiangsu Center for Collaborative Innovation in Geographical Information Resource Development and Application,Nanjing 210023,China;Guangdong Urban and Rural Planning and Design Institute Co.,Ltd,Guangzhou 510290,China)
出处
《南京师大学报（自然科学版）》
CAS
CSCD
北大核心
2021年第1期64-70,共7页
Journal of Nanjing Normal University(Natural Science Edition)
基金
国家自然科学基金项目(41671140).
关键词
百度AI开放平台
顾客满意度
共享住宿
需求层次理论
网络文本分析
Baidu AI open platform
customer satisfaction
shared accommodation
hierarchy of needs theory
network text analysis
