With the continuous development of China.com" she Ritz-Carlton Hotel Nanjing Based on UGC Reviews important in the national economy, with the hotel industry facing fierce competition. Customer perceived service quality has gradually become a core factor in measuring the comprehensive competitiveness of high-end hotels. This study takes The Ritz-Carlton Nanjing as a case, collecting user-generated content (UGC) from major tourism platforms, and applies text mining techniques to systematically analyze customer’s seasoning the comprehensive competitiveness of high-end hotels. This study takes The Ritz-Carlton Nanjing as a case, collecting user-generated content (UGC) from major tourism platforms, and applies text mining techniques to systematically analyze custonse. Based on word frequency analysis, sentiment analysis, and topic identification, this paper constructs a UGC-based service quality perception framework and proposes practical improvement suggestions, including enhancing staff service awareness, optimizing cleaning procedures, and improving dining services. The research enriches theoretical studies on high-end hotel service quality in the Chinese context and provides data-driven insights for managerial practice. It also discusses the application prospects of UGC in service quality evaluation and suggests future research directions.
Research Article
Open Access