A Research of Automated Comments Semantic Analysis and Its Application in Customer Satisfaction – A Case Study on a Chinese Tourism Website

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 b...

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Main Authors: Rong-Wang Hsu, 許榮望
Other Authors: Li-Hua Li
Format: Others
Language:zh-TW
Published: 2013
Online Access:http://ndltd.ncl.edu.tw/handle/85bxx2
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spelling ndltd-TW-101CYUT53960062018-04-10T17:22:24Z http://ndltd.ncl.edu.tw/handle/85bxx2 A Research of Automated Comments Semantic Analysis and Its Application in Customer Satisfaction – A Case Study on a Chinese Tourism Website 評論語意自動化分析與顧客滿意度應用之研究-以中國旅遊網站為例 Rong-Wang Hsu 許榮望 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. Li-Hua Li 李麗華 2013 學位論文 ; thesis 132 zh-TW
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description 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.
author2 Li-Hua Li
author_facet Li-Hua Li
Rong-Wang Hsu
許榮望
author Rong-Wang Hsu
許榮望
spellingShingle Rong-Wang Hsu
許榮望
A Research of Automated Comments Semantic Analysis and Its Application in Customer Satisfaction – A Case Study on a Chinese Tourism Website
author_sort Rong-Wang Hsu
title A Research of Automated Comments Semantic Analysis and Its Application in Customer Satisfaction – A Case Study on a Chinese Tourism Website
title_short A Research of Automated Comments Semantic Analysis and Its Application in Customer Satisfaction – A Case Study on a Chinese Tourism Website
title_full A Research of Automated Comments Semantic Analysis and Its Application in Customer Satisfaction – A Case Study on a Chinese Tourism Website
title_fullStr A Research of Automated Comments Semantic Analysis and Its Application in Customer Satisfaction – A Case Study on a Chinese Tourism Website
title_full_unstemmed A Research of Automated Comments Semantic Analysis and Its Application in Customer Satisfaction – A Case Study on a Chinese Tourism Website
title_sort research of automated comments semantic analysis and its application in customer satisfaction – a case study on a chinese tourism website
publishDate 2013
url http://ndltd.ncl.edu.tw/handle/85bxx2
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