Author(s)

Henan Wu, Jing Yang

Corresponding Author

Henan Wu

Abstract

Based on the specific situation in Hainan express hotel, this work collected the real evaluation of consumers on the network platform, and then carried out word frequency statistical analysis to obtain positive and negative evaluation data in express hotel. Therefore, the factors affecting the customer satisfaction in Hainan express hotel were obtained, which can be used as references to improve customer satisfaction for Hainan express hotel.

Keywords

Express hotel; Customer satisfaction; Factors; Measures