Customer Satisfaction Attribution Analysis of Hotel Online Reviews Based on Qualitative Research Methods

Abstract

Based on over 8900 online reviews from travelers staying in six hotels in Guangzhou booked on Ctrip, the qualitative research methods were applied to code the online review data via the qualitative analysis software Nvivo11.0 and extracted six main factors influencing the positive or negative emotions of the comments of travelers staying in the hotel in the hotel industry, revealed that the service was the core influential factor, and put forward the strategic recommendations for the future development in the "Internet + hotel" industry from the perspective of checked in travelers.