Research On Service Quality Evaluation Based On Sentiment Semantic Analysis And TOPSIS

In the network environment,winning customer satisfaction is the key to building and maintaining long-term customer relationships.The traditional quality evaluation system theory study exists the problems,such as relatively simple influencing factors set,large difference of system,being difficult to form a consistent conclusion and so on.Its research model is applied to the actual service quality evaluation,so its reference significance and reference value are greatly reduced.Therefore,there is an urgent need to establish an effective model to evaluate the quality of service.The network comment is the most direct way to express the feelings of customers.So this paper takes the hotel service online comment as the data source,adopts the frame-based emotion semantic analysis method to obtain the service quality evaluation system and the evaluation data,and constructs the service quality evaluation model by TOPSIS method,performs the hotel service quality evaluation experiment to verify the validity of the evaluation attribute system and the evaluation method.The specific research contents of this paper are as follows:The paper is divided into six chapters.The first chapter is the introduction part,mainly introduces the background and significance of the paper and the research status of the service quality management and the commodity review mining technology both at home and abroad.On this basis,the research goal,the research content and the research method are established.The next chapter constructs the service quality evaluation model,which includes the text preprocessing module,the emotion semantic analysis module,the service quality evaluation attribute extraction module and the quality of service measurement module based on TOPSIS.The third chapter studies the frame-based emotion semantic analysis method,including the semantic theory system,Semantic annotation method,emotional valuecalculation,etc.,and takes hotel service comments as the examples to construct specific emotional semantic dictionaries and mark a certain amount of comments text for the follow-up evaluation of the extraction of the attribute system and quality of service evaluation to provide basic data.The fourth chapter is based on the emotional semantic analysis data to carry out the service quality evaluation attribute extraction and the system creation,and establishes the hotel service quality appraisal attribute system as well as the weight data.In the fifth chapter,the TOPSIS is used to evaluation model,using the emotional semantics of online reviews analyzes the data,and then gaining the quantitative comparison results and comprehensive ranking results of service quality of all of the hotels through the evaluation experiments to five hotels,so as to test the effectiveness of the method.The sixth chapter is the conclusion part,summarizes the work of the paper and the innovation of the research,and puts forward the direction of further efforts.With the continuous progress of society,at the same time bringing about the development of service economy,now more and more enterprises begin to realize that relying solely on the technical level is not in the social competition to maintain long-term advantage.Therefore,many companies begin to develop the service economy to help themselves in the community to maintain a competitive advantage,and establish a modern quality of service concept which takes customer satisfaction as the purpose and quality of service as the core.Service competition has become the main battlefield between the competition,the quality of service has become the focus of attention and development areas between various enterprises.Aiming at the specific situation of hotels,this paper largely collects the actual comments of Internet users to hotel service and takes them as the research samples,and uses information technology tools and certain management predicting methods to analyze and comprehend the data and gain the quantitative service quality management analysis results.It is not only conducive to improving the level of development of the entire service industry In theory,but also can bring large practical value to promoting the service quality management of hotels.