Measurement of Hotel Service Quality Based on Online Comment Sentiment Analysis

被引：0
|
作者：
Bai, Xuyun [1 ]
Guo, Yan [1 ]
Wang, Xiaotian [1 ]
机构：
[1] Shanxi Univ Finance & Econ, Fac Business Adm, Taiyuan, Peoples R China
来源：
2020 EIGHTH INTERNATIONAL CONFERENCE ON ADVANCED CLOUD AND BIG DATA (CBD 2020) | 2020年
关键词：
Frame Semantics; Sentiment Analysis; TOPSIS method; Service Quality Management; SCALE;
D O I：
10.1109/CBD51900.2020.00025
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
To solve the problems of difficult quantification of service quality evaluation and low reliability of data sources, this paper proposes a hotel service quality measurement model based on online comment sentiment analysis and multi-attribute method. The sentiment semantic analysis of online comments is used as the data source of service quality measurement, and TOPSIS multi-attribute method as the measurement method. The effectiveness and scientific rationality of the research method were proved by experimental analysis. The research results not only serve as an exploration for the application of sentiment analysis research, but also provide a feasible technical route for the research of service quality evaluation.
引用
收藏
页码：89 / 95
页数：7
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