{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,2]],"date-time":"2026-01-02T17:27:49Z","timestamp":1767374869210,"version":"build-2065373602"},"reference-count":82,"publisher":"MDPI AG","issue":"3","license":[{"start":{"date-parts":[[2021,2,25]],"date-time":"2021-02-25T00:00:00Z","timestamp":1614211200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"name":"the Heilongjiang Provincial Natural Science Foundation of China","award":["LH2020F008"],"award-info":[{"award-number":["LH2020F008"]}]},{"name":"the Heilongjiang Province Philosophy and Social Science Research Planning Project","award":["20GLE393"],"award-info":[{"award-number":["20GLE393"]}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Information"],"abstract":"<jats:p>With the flourishing development of the hotel industry, the study of customer satisfaction based on online reviews and data has become a new model. In this paper, customer reviews and ratings on Ctrip.com are used, and TF-IDF and K-means algorithms are used to extract and cluster the keywords of reviews texts. Finally, 10 first-level influencing factors of hotel customer satisfaction are determined: epidemic prevention, consumption emotion, convenience, environment, facilities, catering, target group, perceived value, price, and service. Based on backpropagation neural network and weight matrix operation, an influencing factor analysis model of hotel customer satisfaction is constructed to explore the role of these factors. The results show that consumption emotion, perceived value, epidemic prevention, target group, and convenience would significantly affect customer satisfaction, among which epidemic prevention becomes a new factor affecting customer satisfaction. Environment, facilities, catering, and service have relatively little effect on customer satisfaction, while price has the least effect. This study provides a path and method for online reviews of hotel management to improve customer satisfaction and provides a theoretical basis for the study of online reviews of hotels.<\/jats:p>","DOI":"10.3390\/info12030099","type":"journal-article","created":{"date-parts":[[2021,2,26]],"date-time":"2021-02-26T02:08:17Z","timestamp":1614305297000},"page":"99","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":28,"title":["Research on the Role of Influencing Factors on Hotel Customer Satisfaction Based on BP Neural Network and Text Mining"],"prefix":"10.3390","volume":"12","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-2580-0341","authenticated-orcid":false,"given":"Jiaying","family":"Wang","sequence":"first","affiliation":[{"name":"School of Computer and Information Engineering, Harbin University of Commerce, Harbin 150028, China"},{"name":"Heilongjiang Provincial Key Laboratory of Electronic Commerce and Information Processing, Harbin 150028, China"},{"name":"School of Opto-Electronic Engineering, Zaozhuang University, Zaozhuang 277160, China"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-5804-4741","authenticated-orcid":false,"given":"Zhijie","family":"Zhao","sequence":"additional","affiliation":[{"name":"School of Computer and Information Engineering, Harbin University of Commerce, Harbin 150028, China"},{"name":"Heilongjiang Provincial Key Laboratory of Electronic Commerce and Information Processing, Harbin 150028, China"}]},{"given":"Yang","family":"Liu","sequence":"additional","affiliation":[{"name":"School of Computer and Information Engineering, Harbin University of Commerce, Harbin 150028, China"},{"name":"Heilongjiang Provincial Key Laboratory of Electronic Commerce and Information Processing, Harbin 150028, China"}]},{"given":"Yiqi","family":"Guo","sequence":"additional","affiliation":[{"name":"School of Computer and Information Engineering, Harbin University of Commerce, Harbin 150028, China"},{"name":"Heilongjiang Provincial Key Laboratory of Electronic Commerce and Information Processing, Harbin 150028, China"}]}],"member":"1968","published-online":{"date-parts":[[2021,2,25]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","first-page":"1713","DOI":"10.1108\/IJCHM-06-2019-0581","article-title":"Comprehending customer satisfaction with hotels: Data analysis of consumer-generated reviews","volume":"32","author":"Li","year":"2020","journal-title":"Int. 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