Service evaluation and promotion strategies for different types of parks in Shenzhen

To make urban park servlies meet the practical needs of the public, this paper studies the differences in public perception and demand for different types of park services and explores counter measures to improve the park quality by the online text analysis method and importance performance analysis (IPA) method based on the social media park review text data. There are 15 277 comment texts with 1.6 million words about Shenzhen’s major parks from the public comment platfom Dianping.com that are used to establish a park service evaluation index system with high-frequency word analysis. The IPA model of Shenzhen park service quality evaluation is constructed by encoding the park service quality perception elements involved in the text according to the index system and taking the frequency of elements appearing as the importance and the average value of factor evaluation score as satisfaction degree. The results show that the public show higher attention and satisfaction on the overall environmental landscape and hardware facilities, safety, rest facilities and park consulting services in Shenzhen park. The public still have the higher expectations for supporting service facilities and value-added management services such as business and culture. Furthermore, this paper puts forward the targeted improvement strategies from supporting infrastructure and management services for different types of parks and parks built in different eras, combined with the public service perception and demand differences.