| Issue |
ITM Web Conf.
Volume 60, 2024
2023 5th International Conference on Advanced Information Science and System (AISS 2023)
|
|
|---|---|---|
| Article Number | 00018 | |
| Number of page(s) | 6 | |
| DOI | https://doi.org/10.1051/itmconf/20246000018 | |
| Published online | 09 January 2024 | |
Research on Improving Customer Satisfaction of Hotel Robot Service Based on Web Text Analysis
School of Management, Shandong Technology and Business University, Yantai 264005, China
* Corresponding author: liranran1101@163.com
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.
© The Authors, published by EDP Sciences, 2024
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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