摘要
为了准确评估酒店的顾客满意度,提出了一种考虑在线评论可靠性的酒店顾客满意度评价方法.首先,在考虑不同评论的可靠性存在差异的情形下,将在线评论转化为基本可信度分配;其次,依据离差最大化方法和Dempster合成法则,对评论信息进行合成;然后,利用效用函数计算顾客满意度的效用值,并据此对顾客满意度进行评价;最后,基于4家同类型酒店的在线评论信息,给出了该方法应用的实例分析.
To reasonably evaluate hotel customer satisfaction,a customer satisfaction evaluation method for hotels considering the reliability of online reviews is proposed.First,considering the differences in the reliability of different reviews,transform online reviews into basic probability assignment;secondly,according to the maximum deviation method and Dempster's combination rule,the review information is aggregated;then,use the utility function to calculate the utility value of customer satisfaction,and evaluate customer satisfaction accordingly;finally,based on the online review information of four hotels of the same type,an example analysis of the application of this method is given.
作者
马玉梅
李铭洋
MA Yumei;LI Mingyang(Business School, Liaoning University, Shenyang 110136, China)
出处
《沈阳大学学报（自然科学版）》
CAS
2021年第1期47-54,共8页
Journal of Shenyang University：Natural Science
基金
国家自然科学基金资助项目(71771043)
教育部人文社会科学基金资助项目(19YJA630037).
关键词
顾客满意度
在线评论
可靠性
证据理论
离差最大化
customer satisfaction
online reviews
reliability
evidence theory
maximizing deviation
