scholarly journals Hotel Service Quality Evaluation Based on LQI using Sentiment Analysis of Online Reviews

2016 ◽  
Vol 25 (3) ◽  
pp. 217-245
Author(s):  
Won Sakong ◽  
Sung Ho Ha ◽  
KyungBae Park
Keyword(s):  
Service Quality ◽  
Sentiment Analysis ◽  
Quality Evaluation ◽  
Online Reviews ◽  
Hotel Service ◽  
Service Quality Evaluation ◽  
Hotel Service Quality

scholarly journals Fuzzy Cloud Evaluation of Service Quality Based on DP-FastText

2021 ◽  
Vol 20 ◽  
pp. 149-167
Author(s):  
Huanzhuo Ye ◽  
Yuan Li
Keyword(s):  
Service Quality ◽  
Sentiment Analysis ◽  
Language Processing ◽  
Quality Evaluation ◽  
Classification Model ◽  
Data Preparation ◽  
Model Framework ◽  
Automatic Data ◽  
Fine Grained ◽  
Service Quality Evaluation

This study proposes a service quality evaluation model framework which integrates automatic data acquisition, intelligent data processing and real-time data analysis with online comment data as data sources by introducing natural language processing technology based on management methods to break the traditional idea of over-reliance on human resources for service quality evaluation. The framework is mainly divided into text data preparation, fine-grained sentiment analysis and fuzzy cloud evaluation models. Data preparation module is responsible for preparing the initial data, and the fine-grained sentiment analysis module is responsible for pre-training a fine-grained sentiment classification model. The fuzzy cloud evaluation module uses the data obtained from the first two modules to evaluate service quality. By applying the model into catering industry, the feasibility of the model is proved and individuality, efficiency, dynamicity and intelligence of the model give it more advantage in the practice of service quality evaluation

scholarly journals AN ONLINE REVIEWS INFORMATION FUSION METHOD AND ITS APPLICATION TO PUBLIC PROPERTY SERVICE QUALITY EVALUATION

2022 ◽  
Vol 0 (0) ◽  
pp. 1-10
Author(s):  
Shanshan Lin ◽  
Wenjin Zuo ◽  
Hualin Lin ◽  
Qiang Hu
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Information Fusion ◽  
Quality Evaluation ◽  
Rapid Development ◽  
Online Reviews ◽  
Management Decision ◽  
Fusion Method ◽  
Scaling Method ◽  
Service Quality Evaluation

With the rapid development of computer networking technology, people pay more and more attention to the role of online reviews in management decision making. The existing methods of online reviews fusion are limited to rational decision-making behavior, which does not accord with the characteristics of evaluators’ behavior characteristics in the real environment. In order to solve the online reviews fusion problem based on bounded rational behavior which is closer to the reality of property service quality evaluation, the multi-index and multi-scale (MIMS) method is extended into the generalized form, the online reviews are quantified by using the adverb structure scaling method, and an online reviews fusion method based on the improved TODIM (an acronym in Portuguese of interactive and multi-criteria decision making) model is proposed. The feasibility and effectiveness of the proposed method are verified by an example analysis of property service quality evaluation. The research results are as follows: the adverb structure scaling method is suitable for a large number of online reviews processing, the proposed method improves the efficiency of online reviews information fusion, and it is feasible and effective to evaluate property service quality based on the bounded rationality of evaluator’s behavior.

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