Exploring Service Attributes of Hotel Robots from the Perspective of Customer Experience: An Emotional Analysis Based on Customer Online Reviews
Minghao Sun, Yan Zhang · 2024
Existing research on hotel robot services lacks an in-depth analysis of service attributes and customers' emotional needs from online reviews. This paper aims to address this gap by exploring hotel robot service attributes and revealing customer satisfaction and emotional tendencies towards them. We conducted a detailed analysis of the collected customer reviews using sentiment analysis tools, including text mining, feature word extraction, sentiment dictionary construction, and sentiment scoring methods. The results indicate that customers generally express satisfaction with the entertainment interaction, intelligent reception, and delivery services of hotel robots, believing that these attributes enhance their accommodation experience. However, some customers express concerns or dissatisfaction regarding the intelligence level, fault handling ability, and interpersonal communication skills of robots. Finally, this study provides specific directions for robot suppliers and hotel managers to improve robot services, offering both theoretical and practical insights for the application of service robots in hotels.