A Study on Service Quality Perception of the Ritz-Carlton Hotel Nanjing Based on UGC Reviews
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A Study on Service Quality Perception of the Ritz-Carlton Hotel Nanjing Based on UGC Reviews

Zirui Tao 1*
1 Xinjiang University of Finance & Economics
*Corresponding author: tzr241874@gmail.com
Published on 11 July 2025
Volume Cover
AEMPS Vol.201
ISSN (Print): 2754-1177
ISSN (Online): 2754-1169
ISBN (Print): 978-1-80590-259-1
ISBN (Online): 978-1-80590-260-7
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Abstract

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.

Keywords:

User-Generated Content (UGC), Service Quality, Text Mining, The Ritz-Carlton Nanjing.

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Tao,Z. (2025). A Study on Service Quality Perception of the Ritz-Carlton Hotel Nanjing Based on UGC Reviews. Advances in Economics, Management and Political Sciences,201,1-5.

References

[1]. Holbrook, M. & Hirschman, E. (1982) The experiential aspects of consumption: Consumer fantasies, feelings, and fun. The Journal of Consumer Research, 9, 132-140.

[2]. Gronroos, C. (1984) Service quality model and its marketing implications. Journal of Marketing, 18, 40.

[3]. Zeithaml, V.A., Parasuraman, A., and Leonard, L.B. (1990) Delivering quality service. New York, 3, 81.

[4]. Zeithaml, V.A. (1988) Consumer perceptions of price, quality, and value: A means-endmodel and synthesis ofevidence. Journal of Marketing, 52(1), 2-22.

[5]. Leonard, L. B. (1981) The employee as customer. Journal of Retail Banking. 3(1), 33-40.

[6]. Zhai, Z.Z. (2022) Research on influencing factors of user information publishing behavior in UGC Communities: Taking Keep as an example. Information Exploration, 03, 33-39.

[7]. Qian, M., Lin, Z.M. (2020) Research on influencing factors of user knowledge sharing behavior in mobile UGC communities. Yangtze Technology and Economy, 4(S2), 183-185.

[8]. Gonz185ze Technolo, M.R., Díaz-Femández, M.C., Bilgihan, A., et al. (2021) UGC involvement, motivation and personality: comparison between China and Spain. Journal of Destination Marketing & Management, 19(03), 1-14.

[9]. Jin, S.V., Phua, J. (2016) Making reservations online: The impact of consumer-written and system aggregated user-generated content (UGC) in travel booking websites on consumers' behavioral intentions. Journal of Travel & Tourism Marketing, 33(01), 1-17.

[10]. Jin, Y., Liu, Q.Y. (2015) Investigation and analysis of user collaborative information behavior in academic UGC communities. Library Science Research, 17, 80-84+58.

References

[1]. Holbrook, M. & Hirschman, E. (1982) The experiential aspects of consumption: Consumer fantasies, feelings, and fun. The Journal of Consumer Research, 9, 132-140.

[2]. Gronroos, C. (1984) Service quality model and its marketing implications. Journal of Marketing, 18, 40.

[3]. Zeithaml, V.A., Parasuraman, A., and Leonard, L.B. (1990) Delivering quality service. New York, 3, 81.

[4]. Zeithaml, V.A. (1988) Consumer perceptions of price, quality, and value: A means-endmodel and synthesis ofevidence. Journal of Marketing, 52(1), 2-22.

[5]. Leonard, L. B. (1981) The employee as customer. Journal of Retail Banking. 3(1), 33-40.

[6]. Zhai, Z.Z. (2022) Research on influencing factors of user information publishing behavior in UGC Communities: Taking Keep as an example. Information Exploration, 03, 33-39.

[7]. Qian, M., Lin, Z.M. (2020) Research on influencing factors of user knowledge sharing behavior in mobile UGC communities. Yangtze Technology and Economy, 4(S2), 183-185.

[8]. Gonz185ze Technolo, M.R., Díaz-Femández, M.C., Bilgihan, A., et al. (2021) UGC involvement, motivation and personality: comparison between China and Spain. Journal of Destination Marketing & Management, 19(03), 1-14.

[9]. Jin, S.V., Phua, J. (2016) Making reservations online: The impact of consumer-written and system aggregated user-generated content (UGC) in travel booking websites on consumers' behavioral intentions. Journal of Travel & Tourism Marketing, 33(01), 1-17.

[10]. Jin, Y., Liu, Q.Y. (2015) Investigation and analysis of user collaborative information behavior in academic UGC communities. Library Science Research, 17, 80-84+58.

Cite this article

Tao,Z. (2025). A Study on Service Quality Perception of the Ritz-Carlton Hotel Nanjing Based on UGC Reviews. Advances in Economics, Management and Political Sciences,201,1-5.

Data availability

The datasets used and/or analyzed during the current study will be available from the authors upon reasonable request.

About volume

Volume title: Proceedings of ICEMGD 2025 Symposium: Digital Transformation in Global Human Resource Management

ISBN: 978-1-80590-259-1(Print) / 978-1-80590-260-7(Online)
Editor: Florian Marcel Nuţă Nuţă, An Nguyen
Conference website: https://www.icemgd.org/committee.html
Conference date: 26 September 2025
Series: Advances in Economics, Management and Political Sciences
Volume number: Vol.201
ISSN: 2754-1169(Print) / 2754-1177(Online)

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