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旅行口コミサイトのテキストマイニングによる満足要因の分析 : 旅館における従業員のホスピタリティを中心に
https://doi.org/10.15034/0002002179
https://doi.org/10.15034/0002002179f14e8c2f-8152-449e-8da1-82f7201b45f6
| 名前 / ファイル | ライセンス | アクション |
|---|---|---|
BKT0000011.pdf (2.6 MB)
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| Item type | 文教大学学術リポジトリ登録用アイテムタイプ(1) | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| 公開日 | 2024-07-13 | |||||||||
| タイトル | ||||||||||
| タイトル | 旅行口コミサイトのテキストマイニングによる満足要因の分析 : 旅館における従業員のホスピタリティを中心に | |||||||||
| タイトル | ||||||||||
| タイトル | Study for Satisfaction Factors by Text Mining of Travel Sites : Focusing on Employee Hospitality at Ryokan | |||||||||
| 作成者 |
種村, 聡子
× 種村, 聡子
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| 内容記述 | ||||||||||
| 内容記述タイプ | Abstract | |||||||||
| 内容記述 | Due to the COVID-19 pandemic, the occupancy rate of Ryokans (Japanese Inn) in 2020 fell to 25%. Even before the pandemic, it was pointed out repeatedly that the occupancy rate of Ryokans was lower than that of other facility types. To raise the occupancy rate, they need to enhance human services to separate them from other lodging services. Ryokans have more contact points with the customers and the service of their employees is critical. From the previous study, five factors of customer satisfaction (“employee”, “breakfast”, “dinner”, “bath and inn”, “room”) were pointed out. And if one of these factors has a minor defect, customers are likely to post a low rating. In addition, all the lodging services need to take precautionary measures, lessening the advantages of Ryokans, which have more human contact. Do employee behaviors still have a significant impact on customer satisfaction? The purpose of this study is to clarify the customer satisfaction at Ryokans after the COVID-19 pandemic is affected by measures taken by their employees. By text mining the comments and evaluation from the travel site, Tripadvisor, before and after COVID-19, the research revealed that the high scores after COVID-19 mentioned proper COVID-19 measures. The top 10 hospitality categories of 100 Japanese hotels and inns sponsored by Travel Newspaper Co., Ltd. were analyzed. The sample size was limited, but it was once again shown that employees are involved in both customer satisfaction and customer dissatisfaction. The reason for the dissatisfaction was either the staff’s response in the lobby and front desk or the customer service attitude of the staff. It was discovered that “safety” and “countermeasures” were common terms that led to satisfaction. | |||||||||
| 出版者 | ||||||||||
| 出版者 | 文教大学 | |||||||||
| 出版者 | ||||||||||
| 出版者 | Bunkyo University | |||||||||
| 言語 | ||||||||||
| 言語 | jpn | |||||||||
| 資源タイプ | ||||||||||
| 資源タイプ | research report | |||||||||
| 出版タイプ | ||||||||||
| 出版タイプ | VoR | |||||||||
| ID登録 | ||||||||||
| ID登録 | 10.15034/0002002179 | |||||||||
| ID登録タイプ | JaLC | |||||||||
| 収録物識別子 | ||||||||||
| 収録物識別子タイプ | PISSN | |||||||||
| 収録物識別子 | 09173072 | |||||||||
| 書誌情報 |
ja : 国際学部紀要 en : JOURNAL OF THE FACULTY OF INTERNATIONAL STUDIES BUNKYO UNIVERSITY 巻 32, 号 1, p. 161-173, ページ数 13, 発行日 2021-07-31 |
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