Research on Improving Customer Satisfaction of Hotel Robot Service Based on Web Text Analysis

Abstract

With the gradual development of artificial intelligence, the hotel has fully applied robot services in the daily operation of the hotel. Robot services can help guests quickly self-check-in, room delivery and contactless delivery of takeout, greatly enhancing the customer’s hotel experience. This paper specifically consulted literature to comprehensively understand the relevant knowledge of hotel robot service and customer satisfaction, and then used network text analysis to capture a large number of hotel customer reviews of JI Hotel, and through further data processing and analysis, understood the initial impression of customers on service robots. According to the problems existing in the robot service of the JI Hotel, the reasonable and easy to use customer satisfaction improvement strategies and suggestions are summarized. It is expected to provide reference for future research on hotel robot service.