基于网络文本分析的桂林融创国际旅游度假区服务质量提升研究

基于网络文本分析的桂林融创国际旅游度假区服务质量提升研究摘要在文旅融合战略深化与消费需求升级的双重背景下，旅游度假区的服务质量已成为决定其市场竞争力的核心要素。桂林融创国际旅游度假区作为广西首个定位“世界级文旅综合体”的标杆项目，2024年累计接待游客720万人次，实现文旅收入28.6亿元，但游客反馈显示其服务质量与“世界级”定位仍存在显著差距。本研究将网络文本分析方法（词频统计、语义网络、情感分析、TF-IDF、BERTopic主题建模)应用于“山水+文旅”复合型度假区研究，基于携程、马蜂窝等四大平台3566条有效UGC样本，识别出设施完善度不足、服务专业性欠缺、体验业态同质化、门票计价机制争议四大问题，构建“设施-服务-体验-定价”四维提升框架，为度假区提质提供数据支撑，最终提出实施优先级与目标、客群适配策略，核心板块制定排队优化+亲子服务+定价透明，打造文化体验+高端服务+设施维护的酒店群管理，建立专项小组与标准画机制等提升策略。关键词：桂林融创国际旅游度假区，服务质量提升，网络文本分析StudyonServiceQualityImprovementofGuilinSunacInternationalTourismResortBasedonNetworkTextAnalysisAbstractAgainst the backdrop of deepening cultural-tourism integration and evolvingconsumer demands,service quality has become the decisive factor for marketcompetitiveness in resort destinations.As Guangxi's first flagship project positioned as a"world-class cultural-tourism complex",Guilin Sunac International Resort received 7.2million visitors in 2024,generating 2.86 billion yuan in cultural-tourism revenue.However,visitor feedback reveals significant gaps between its service quality and the "world-class"positioning.This study applies web text analysis methods (word frequency statistics,semantic networks,sentiment analysis,TF-IDF,BERTopic topic modeling)to research"landscape cultural-tourism"composite resorts.Based on 3,566 valid user-generatedcontent samples from four major platforms including Ctrip and Mafengwo,four majorissues were identified:inadequate facility completeness,lack of service professionalism,homogenization of experiential formats,and controversial ticket pricing mechanisms.Afour-dimensional improvement framework of "facilities-service-experience-pricing"wasconstructed to provide data support for resort quality enhancement.The study ultimatelyproposes implementation priorities and target strategies,customer segment adaptationstrategies,core sector optimization including queue management,family-friendly services,and transparent pricing,hotel cluster management integrating cultural experiences,premium services,and facility maintenance,as well as specialized task force establishmentand standardized drawing mechanisms as improvement strategies.Keywords GuilinSunacInternational,TourismResort,ServiceQualityNetworkTextAnalysis,BERTopic,UGC目录摘要Abstract.....11一、绪论(一)研究背景.…(二)研究意义(三)研究内容与方法】二、文献综述与理论基础3(一)文献综述3(二)相关概念界定4(三)理论基础……4三、研究设计….5(一)案例点概况（桂林融创国际旅游度假区）.5(二)数据来源与处理..6(三)研究方法.7四、桂林融创国际旅游度假区网络文本分析8(一)高频词与词性分析.8(二)语义网络关联性分析.9(三)情感倾向分析..11五、服务质量问题识别12(一)总体服务质量问题12(二)核心板块深度问题剖析.13(三)问题成因分析.15六、服务质量提升策略16(一)总体服务质量提升策略16(二)核心板块针对性提升策略.17七、结论与展望20(一)研究结论.20(二)展望20致谢.…22参考文献…23