| Summary: | 博士 === 朝陽科技大學 === 資訊科技研究所博士班 === 101 === In the era of E-generation today, comments on products or services or satisfaction feedback by customers have become a common method of expression on the Internet. However, given the massive amount of information available in the Inter-web environment, most businesses still rely on manual processing of massive information in the analysis of customer feedback or comments as the basis of product or service satisfaction performance. In fact, most studies on customers’ satisfaction of service quality still focus on quantitative statistical analysis of ratings or questionnaires and few researches have presented semantics analysis of customer comments. The problem with quantified data lies in the fact that businesses would not be able to attain concrete understanding of the contents that customers really care about or aspects of their services that require improvement. Manual processing of massive information or questionnaires is not only time and labor consuming but also offers limited reliability and accuracy when it comes to the sources of questionnaires.
Given the popularity of cloud computing and semantic web today, adequate use of customer comments for automated semantic analysis would no doubt become an important tool for service providers. Therefore, the first part of this study aims to present a model of comment semantic words 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 high applicability.
The second part of this study about the comment semantic evaluation values converted in-depth analysis the hostel service quality has the effect of customer satisfaction. This study’s analysis has proved: (1) There is significant influence between service quality and customer satisfaction (except for responsiveness), especially in terms of reliability, tangibles and empathy. (2) The hotel start and price have a significant impact on service quality and customer satisfaction (except for responsiveness). The hostels price has negative moderating effect, hotel star positive moderating effect. Responsiveness for the star and the price is not a significant impact.
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