基于在线评论情感语义分析和TOPSIS法的酒店服务质量测量  

Hotel Service Quality Measurement Based on Online Reviews Sentiment Analysis and TOPSIS

作　　者：由丽萍[1] 白旭云[2] YOU Li-ping BAI Xu-yun(School of Economics and Management, Shanxi University, Taiyuan 030006, China School of Business Administration, Shanxi University of Finance and Economics, Taiyuan 030012,China)

机构地区：[1]山西大学经济与管理学院,山西太原030006 [2]山西财经大学工商管理学院,山西太原030012

出　　处：《情报科学》2017年第10期13-17,共5页Information Science

基　　金：国家自然科学基金项目(71403154)

摘　　要：【目的/意义】为解决服务质量评价难以量化、数据来源可信度低等问题,本文提出一种在线评论情感分析和多属性法相结合的酒店服务质量测量模型。【方法/过程】以在线评论的情感语义分析作为服务质量测量的数据来源,以TOPSIS多属性法作为测量方法。【结果/结论】通过实验分析,证明了研究方法的有效性和科学性。其研究结果既作为情感分析研究走向应用的一次探索,也为服务质量评价的研究提供了一条可行的技术路线。【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.

关 键 词：框架语义 情感分析 TOPSIS法 服务质量管理 

分 类 号：TP391.1[自动化与计算机技术—计算机应用技术]