Abstract
In order to analyse the factors and dimensions that customers pay attention to smart hotels, this experiment selects the user reviews of five smart hotels on Ctrip as the research samples, and carries out network text big data collection, text pre-processing and topic mining through the relevant algorithms of Python programming language. The results show that customers’ accommodation experience of smart hotel mainly includes five aspects: breakfast and transportation, staff service level, intelligent service, room environment, and room hardware facilities. Among them, the customer’s attention to the intelligent services of smart hotels and the intelligentization of hardware facilities in guest rooms reflect the difference in customer experience between smart hotels and traditional hotels, which provides a certain reference for the optimization of hotel service levels.
Highlights
The vigorous development of online tourism industry has an impact on the consumption mode of tourists, and changes the dissemination mode of tourism information
The results show that customers' accommodation experience of smart hotel is related to and different from that of traditional hotel
Whether it is a traditional hotel or a smart hotel, the breakfast, traffic conditions, service level and the software and hardware conditions of the room have always been the important factors concerned by customers, which further confirms the existing research [1,2]
Summary
The vigorous development of online tourism industry has an impact on the consumption mode of tourists, and changes the dissemination mode of tourism information. Big data analysis and artificial intelligence provide companies with opportunities to capture consumer preferences and identify market trends. With the rapid development of 5G technology, artificial intelligence, big data and other related fields, smart tourism has become a higher expectation for people to pursue leisure and entertainment activities, and it is a new trend of tourism development in the new era. The research on smart hotel mainly focuses on customers' acceptance and satisfaction with intelligent equipment services. Some scholars discuss the application and technology development of artificial intelligence from the perspective of hotel intelligence [45]. In terms of research methods, questionnaires or case studies are mainly used [6,7], but no relevant research on using big data to analyse customers' perception of smart hotel experience has been found. In the field of hotel research, scholars mainly focus on the research of customer experience in traditional high star hotels or ordinary hotels [1,2], while there are insufficient research on customer experience in the field of smart hotels
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