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2013 (Vol. 6, Issue: 08)
Article Information:

A Study on Automated Semantic Analysis of Customer Satisfaction Comments-A Case Study on Service Quality of Hotels on a Chinese Tourism Website

Li-Hua Li, Rung-Wang Hsu, Fu-Ming Lee and Min-Chi Chen
Corresponding Author:  Rung-Wang Hsu 

Key words:  Comment, ontology, rating, satisfaction, semantic analysis, ,
Vol. 6 , (08): 1366-1381
Submitted Accepted Published
September 22, 2012 October 03, 2012 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.
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  Cite this Reference:
Li-Hua Li, Rung-Wang Hsu, Fu-Ming Lee and Min-Chi Chen, 2013. A Study on Automated Semantic Analysis of Customer Satisfaction Comments-A Case Study on Service Quality of Hotels on a Chinese Tourism Website.  Research Journal of Applied Sciences, Engineering and Technology, 6(08): 1366-1381.
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ISSN (Online):  2040-7467
ISSN (Print):   2040-7459
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