Measurement of Hotel Service Quality Based on Online Comment Sentiment Analysis
Xuyun Bai, Yan Guo, Xiaotian Wang · 2020
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.