Customer Satisfaction Evaluation of Five-Star Hotels Based on Online Comments
基于2013年上半年464家五星级酒店的在线评论，从总体满意度、位置、服务、餐饮、房间设施和舒适度等方面评价顾客满意度，旨在提升中国酒店业服务水平。
Online comments of customers reflect the comparison of customers' experience and expectation of services in the hotel and represent the satisfaction degree of customers. This paper evaluated customer satisfaction degree of 464 fivestar hotels based on the online comments in the first half year of 2013. This paper analyzed the online comments in terms of satisfaction in general, hotel location, service, food, room facility, and degree of comfort in general. The results reflect customer satisfaction degree of five-star hotels in China. The study is hopefully to improve the overall service level of Chinese hotel industry and benefit the publication process of customer satisfaction evaluation for hotels.