Research On Service Quality Evaluation Of High-speed Railway Passenger Transportation Based On Social Network

Nowadays,we are in an era of Internet.A growing number of people share their information and post their points of a product by social network in the Internet.The daily mass of data is stored in the computer and provide the premise for understanding of customer service products in various service occupations.With the rapid development of high-speed railway in china,facing with the state of various transportation increasingly mature,to improve High-speed railway passenger service quality is the inevitable choice.Then,establishing a scientific and reasonable evaluation system is a brand-new topic.The paper basing on the existing domestic and international passenger service quality evaluation methods,summed up the domestic and foreign research on passenger service quality evaluation,and pointed out that current methods are geting passengers evaluation content based on traditional questionnaire and going evaluation.This method can not meet the content in social network by passengers.Accordingly,the paper proposed a new investigation method based on social network.To guide the passengers post evaluation content with#Train number#in the social network,and on this foundation,getting large number of content by webcrawler,then get the corresponding text of#Train number#.In this way,investigators can both obtain the evaluation text of this train and a line even the whole railway network.After that,the paper analyzed the characteristics of evaluation text and the feature of high-speed passenger service quality.Then,the paper used the technique of chinese word segmentation and stop word filtering for evaluation data processing.Finally,the paper used the technique of feature word extraction for constructing "Product feature-Evaluation perspective" association pairs.Reduce the evaluation text and have arrived at some abstracts of evaluation and some graphical presentation.