基于网络评论的M邮轮运营情况分析

Analysis of M Cruise Ship Operation Based on Network Comments

摘要: 以M邮轮为研究对象，基于网络评论文本数据，使用python大数据处理工具，编写代码从携程和评论网站上获取数据并整理，对M邮轮的运营现状展开数据分析，通过词频统计和情感分析，建立分析类目，挖掘出影响客户服务评价和客户满意度的关键因素，分析M邮轮运营过程中存在的问题，得出影响邮轮客户评价的主要因素有：硬件配置、服务质量、游客管理、娱乐活动，并基于上述结果提出了对策与建议。

Abstract: Taking M Cruise as the research object, based on the text data of online comments, using python big data processing tools, I wrote codes to obtain and sort out data from Ctrip and review websites, conducted data analysis on the current operation of M Cruise, established analysis categories through word frequency statistics and sentiment analysis, and dug out the key factors affecting customer service evaluation and customer satisfaction. By analyzing the problems existing in the operation process of M cruise ship, it is concluded that the main factors affecting the evaluation of cruise customers include hardware configuration, service quality, tourist management and entertainment activities. Based on the above results, countermeasures and suggestions are put forward.