Graph-based Service Quality Evaluation through Mining Web Reviews
This work tries to find a possible solution to the basic research problem: how to conduct service quality evaluation through mining Web reviews? To address this problem, this work proposes a novel approach to service quality evaluation which has two essential subtasks: 1) finding the most important service aspects, and 2) measuring service quality using ranked service aspects. We propose three graph-based ranking models to rank service aspects and a simple linear method of measuring service quality. Empirical experimental results show all our three methods outperform the approach of Noun Frequency. We also show the effectiveness of our service quality evaluation method by conducting intensive regression experiments.
Service quality evaluation service aspect ranking opinion mining
Suke LI Jinmei HAO Zhong CHEN
School of EECS, Peking University Beijing, China Beijing Union University Beijing, China
国际会议
北京
英文
1-8
2010-08-21（万方平台首次上网日期，不代表论文的发表时间）