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온라인 후기에 내재된 고객의 감성분석과 LQI 차원별 호텔서비스 품질 평가
사공원 ( Sakong Won ),하성호 ( Ha Sung Ho ),박경배 ( Park Kyungbae ) 한국정보시스템학회 2016 情報시스템硏究 Vol.25 No.3
Purpose With the increasing number of foreign travelers visiting Korea, it is a heavy question to evaluate service quality of typical domestic hotel companies. Our research aims to evaluate service quality of domestic hotels in Korea from the perspective of foreign travelers in order to provide the quality improvements that call attention for the hotel management. Design/Methodology/Approach In this paper, topics of sentiment followed Lodging Quality Index(LQI) dimensions classifying lodging service quality appropriately. Also, we employed word2vec algorithm which calculates similarity and affinity among the vocabularies accurately. To calculate sentiment of each dimension, we adopted scores from SentiWordNet. Findings From the result, we found the number of foreign travelers particularly satisfied with cleanliness, politeness, and problem solving skills. In contrast, it has also been found out that both promptness of services and efficiency of communication do not fulfill the requirements of travelers.