Multi-Objective Service Improvement Based on Sentiment Analysis of Online Reviews Across Multiple Groups
Wenshuang Zhao, Dian Liu · 2024
We introduce a multi-objective optimization model that integrates Importance-Performance Analysis (IPA) with demand forecasting model based on the sentiment analysis of online reviews to enhance service strategies in the competitive restaurant industry. The application of this model is demonstrated through a case study in a London restaurant, which highlights the practical benefits of integrating consumer sentiment analysis into strategic service management. Our approach not only addresses the gaps in traditional service improvement methodologies, which often neglect the synergy between customer feedback (online review) and quantitative service metrics (like demand), but also offers a comprehensive framework for enhancing customer satisfaction and operational efficiency in a diverse market.