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題名：基於在線評論情感語義分析和TOPSIS法的酒店服務質量測量
書刊名：情報科學
作者：由麗萍／白旭云
出版日期：2017
卷期：2017(10)
頁次：13-17
主題關鍵詞：框架語義；情感分析；TOPSIS法；服務質量管理；Frame semantics；Sentiment analysis；TOPSIS；Service quality management
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
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  • 點閱點閱:3
【目的/意義】為解決服務質量評價難以量化、數據來源可信度低等問題,本文提出一種在線評論情感分析和多屬性法相結合的酒店服務質量測量模型。【方法/過程】以在線評論的情感語義分析作為服務質量測量的數據來源,以TOPSIS多屬性法作為測量方法。【結果/結論】通過實驗分析,證明了研究方法的有效性和科學性。其研究結果既作為情感分析研究走向應用的一次探索,也為服務質量評價的研究提供了一條可行的技術路線。
【Purpose/significance】In order to solve the problems that service quality evaluation is difficult to quantify and its data sources have low credibility, this paper presents a model of hotel service quality measurement based on online reviews sentiment analysis and a multiple attribute method.【Method/process】It takes online reviews sentiment analysis as data sources for service quality measurement, and the TOPSIS multiple attribute method as a computational process.【Results/conclusion】Through the experiment on the online reviews data of 5 hotels, this paper proves the validity and scientificity of the research method. The results not only serve as an exploration to the application of sentiment analysis, but also provide a feasible technical route for the research of service quality evaluation.
期刊論文
1.Batstič, M.、Gojčič, S.(2012)。Measurement scale for eco-component of hotel service quality。International Journal of Hospitality Management，31(2)，1012-1020。  new window
2.Albacete-Sáez, C. A.、Fuentes-Fuentes, M. Mar、Lloréns-Montes, F. Javier(2007)。Service quality measurement in rural accommodation。Annals of Tourism Research，34(1)，45-65。  new window
3.Fillmore, Charles J.(1976)。Frame semantics and the nature of language。Annals of the New York Academy of Sciences，280(1)，20-32。  new window
4.Chelaru, S.、Altingovde, I. S.、Siersdorfer, S.(2013)。Analyzing, detecting, and exploiting sentiment in web queries。ACM Transactions on the Web，8(1)，1-33。  new window
5.Gangemi, A.、Presutti, V.、Recupero, D. R.(2014)。Frame-based detection of opinion holders and topics: A Model and a Tool。IEEE Computation Intelligence Magazine，9(1)，20-30。  new window
6.Song, B.、Lee, C.、Yoon, B.(2016)。Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses。Serviece Business，10(4)，775-798。  new window
7.郝曉燕、劉偉、李茹、劉開瑛(2007)。漢語框架語義知識庫及軟件描述體系。中文信息學報，2007(5)，96-100+138。  延伸查詢new window
8.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1985)。Problems and strategies in services marketing。The Journal of Marketing，49(2)，33-46。  new window
9.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
會議論文
1.Pang, B.、Lee, L.、Vaithyanathan, S.(2002)。Thumbs up? Sentiment classification using machine natural learning techniques。The 2002 Conference on Empirical Methods in Natural Language Processing，79-86。  new window
2.Li, S.、Huang, L.、Wang, J.、Zhou, G.(2015)。Semi-stacking for Semi-supervised sentiment classification。The 53rd Annual Meeting of the Association for Computational Linguistics and the 7th International Joint Conference on Natural Language Processing，27-31。  new window
3.Vencovsky, F.、Bruckner, T.、Sperkova, L.(2016)。Customer feedback analysis: case of e-banking service。The 3rd European Conference on Social Media，404-414。  new window
圖書
1.Hwang, Ching-Lai、Yoon, Kwangsun(1981)。Multiple Attribute Decision Making Methods and Applications A State-of-the-Art Survey。Springer-Verlag。  new window
圖書論文
1.Che, W.、Li, Z.、Liu, T.(2010)。LTP: A Chinese language technology platform。Proceedings of the Coling 2010: Demonstrations。  new window
 
 
 
 
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