[Purpose/significance] In the era of big data, text mining and sentiment analysis technologies have been widely used in the analysis of online reviews (ORs). Through the large-scale text data mining, the key factors influencing the public opinion of enterprises are studied. [Method/process] We collected more than twenty-five million hotel online reviews from 103878 hotels, identifying key content elements that affected the customer service experience. [Result/conclusion] Through the exploratory factor analysis and the multiple regression analysis, the authors explore the relationships between the hotel customer experience and satisfaction. It is hoped that this study sets an example for the development of business analytics in enterprises marketing and management.