基于评论数据的酒店服务质量的细粒度分析

在评论数据上采用情感分析方法,研究酒店用户满意度的影响因子,可以为酒店管理者提供及时建议,改进酒店管理的效能。针对目前酒店评论数据分析方法没有进行细粒度情感分析的问题,提出一种融入Word Embedding特征的分类方法,有效地对评论数据进行细粒度分类。通过基于词典的情感分析方法对酒店评论进行极性判断,从而获得用户对酒店服务的细粒度情感评价。该方法能让酒店管理层快速全面了解酒店服务质量情况,有效提升了酒店管理效率。在大规模实际酒店评论数据上进行实验,结果表明了该方法的有效性。

FINE-GRAINED ANALYSIS OF HOTEL SERVICE QUALITY BASED ON REVIEW DATA

Using emotional analysis to study the impact factors of hotel user satisfaction can provide timely suggestions for hotel managers and improve the efficiency of hotel management. Aiming at the problem that there was no fine-grained emotional analysis in hotel review data analysis methods, this paper proposed a classification method integrating Word Embedding features, which effectively classified the fine grained review data. By using the dictionary-based emotional analysis method to judge the polarity of hotel reviews, we obtained the fine-grained emotional evaluation of hotel services. This method can enable hotel management to quickly and comprehensively understand the hotel service quality, and effectively improve the efficiency of hotel management. Experiments on large-scale hotel reviews show that the proposed method is very effective.