Journal of Dali University ›› 2026, Vol. 11 ›› Issue (1): 121-128.DOI: 10. 3969 / j. issn. 2096-2266. 2026. 01. 015

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Research on Improving Hotel Catering Service Quality Based on Online Text Analysis:#br# A Case Study of Grand Hyatt Shanghai Jinmao

  

  1. 1. College of Humanities and Social Sciences, Yunnan Agricultural University, Kunming 650201, China;
    2. College of Landscape Architecture and Horticulture, Yunnan Agricultural University, Kunming 650201, China
  • Received:2025-07-17 Revised:2025-09-15 Online:2026-01-15 Published:2026-01-15

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Abstract: Improving the quality of catering services is of great significance for enhancing customer satisfaction, strengthening a hotel's brand image, and improving its market competitiveness. This study takes the Grand Hyatt Shanghai Jinmao as the research case
and employs online text analysis to examine relevant reviews from Dianping.com through high-frequency word analysis, semantic
network analysis, and sentiment analysis. The findings show that customers' online evaluations of the hotel's catering services mainly
revolve around three dimensions: service, environment, and cuisine. Key factors affecting service quality include the reliability,
responsiveness, and assurance of service delivery; environmental elements such as ambiance and facilities; and cuisine-related factors
such as pricing, taste, and portion size. Based on these results, this paper proposes targeted countermeasures and recommendations
from the three aspects of service, environment, and cuisine.

Key words:  online text analysis, catering service quality, hotel

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