基于在线评论的博物馆服务质量评价  

Museum Service Quality Evaluation Based on Online Comments

作　　者：腊博辰 张健[1,2] 齐林 LA Bochen;ZHANG Jian;QI Lin(School of Economics and Management,Beijing University of Information Technology,Beijing 100192,China;Beijing Key Laboratory of Big Data Decision Making for Green Development,Beijing 100192,China;Beijing World Circular Economy System(Industry)Collaborative Innovation Center,Beijing 100192,China)

机构地区：[1]北京信息科技大学经济管理学院,北京100192 [2]绿色发展大数据决策北京市重点实验室,北京100192 [3]北京世界城市循环经济体系(产业)协同创新中心,北京100192

出　　处：《科技和产业》2024年第12期117-122,共6页Science Technology and Industry

基　　金：北京市属高等学校优秀青年人才培育计划项目(BPHR202203235);国家重点研发计划青年科学家项目(2021YFF0900200)。

摘　　要：博物馆是我国公共文化服务体系中的重要组成部分,高质量博物馆建设是当前博物馆发展的必然趋势,完善评价指标体系能检测当前服务质量发展水平,还有利于引导博物馆的未来发展方向。通过博物馆的在线评论爬取,结合LDA模型与SERVQUAL模型,确定评估的关键指标,构建博物馆服务质量评价指标体系,包含5个一级指标和20个二级指标。然后用CRITIC法计算权重,并计算最终评价得分,针对博物馆给出相关服务提升改善建议。Museums are an important component of China’s public cultural service system,and the construction of high-quality museums is an inevitable trend in the current development of museums.Improving the evaluation index system can detect the current level of service quality development and also help guide the future development direction of museums.By crawling online comments from museums and combining with the LDA model,key evaluation indicators were determined,and the indicators were revised and improved to construct a museum service quality evaluation index system,which included 5 primary indicators and 20 secondary indicators.The CRITIC method was used to calculate weights and the final evaluation score,and relevant service improvement suggestions are provided for 30 provincial-level museums nationwide.

关 键 词：服务质量评价 博物馆 SERVQUAL模型 LDA模型 CRITIC权重法 

分 类 号：G266[历史地理—考古学及博物馆学]