【摘要】 以携程网江苏民宿住客评论文本为数据来源，采用内容分析法和ROSTCM内容挖掘软件，运用定性与定量相结合方法，实证研究江苏民宿住客体验感知。通过对数据进行高频特征词提取、情感评价、语义网络分析，得出如下结论：江苏民宿住客最为关注民宿软性服务，其次是环境和硬件设施。住客整体上持满意态度，但存在房间设施规划不合理、隔音效果差、部分房东热情度不够等问题。根据分析结果，从重视房东服务技能培养、注重民宿设施精准化打造、抓好民宿基本服务质量等方面，提出提升民宿服务质量相应对策。更多还原

【Abstract】 Based on the data of Jiangsu B&B residents’ comments from ctrip.com, this paper uses content analysis method and ROSTCM content mining software to conduct an empirical study on residents’ experience perception to B&B in Jiangsu by using both qualitative and quantitative methods.Through the extraction of high-frequency feature words, emotional evaluation and semantic network analysis of the data, the following conclusions are drawn: Jiangsu B&B residents are most concerned about B&B soft services, followed by environment and hardware facilities. The residents are satisfied on the whole. However, problems exist such as unreasonable planning of room facilities, poor sound insulation effect and insufficient enthusiasm of some landlords. Finally, according to the analysis results, this paper puts forward corresponding countermeasures to improve the service quality of B&B from the aspects of attaching importance to the cultivation of landlord service skills, paying attention to the precise building of B&B facilities, and improving the basic service quality of B&B.更多还原