Research Article | OPEN ACCESS
A Study on Automated Semantic Analysis of Customer Satisfaction Comments-A Case Study on Service Quality of Hotels on a Chinese Tourism Website
1Li-Hua Li, 2Rung-Wang Hsu, 1Fu-Ming Lee and 3Min-Chi Chen
1Department of Information Management
2Institute of Information Technology, Chaoyang University of Technology, Taiwan
3Department of Applied Digital Media, Wu Fang University, Taiwan
Research Journal of Applied Sciences, Engineering and Technology 2013 8:1366-1381
Received: September 22, 2012 | Accepted: October 03, 2012 | Published: July 10, 2013
Abstract
This study aims to present a model of comment semantic vocabulary built on ontological theories to perform semantic conversion of customer comments on hotel services to ratings through the process of word matching. Ultimately, ratings given by the customers and ratings derived from the conversion of semantic analysis would be used for the analysis of customers’ satisfaction on hotel service quality. The method proposed in this study has proven that semantic analysis is capable of delivering results of substantial accuracy. Automated semantic analysis would not only allow corporate managers to boost their efficiency in data collection and processing through cloud information services but also help them better understand contents that customers really care about. By paying more attention and making more effort to improve upon shortcomings identified by customers, corporate managers would be able to raise customer satisfaction and improve the image of their businesses at the same time.
Keywords:
Comment, ontology, rating, satisfaction, semantic analysis,
Competing interests
The authors have no competing interests.
Open Access Policy
This article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made.
Copyright
The authors have no competing interests.
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ISSN (Online): 2040-7467
ISSN (Print): 2040-7459 |
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