基于数据挖掘的共享住宿平台服务质量评价

Service Quality Evaluation for Shared Accommodation Platform Based on Data Mining

随着国内旅游行业持续发展,我国共享住宿行业保持着稳定的增长。同时,用户的需求趋向多元化,对平台服务质量的要求也日渐提高。明确用户真实需求、提高平台服务质量是共享住宿企业的战略重心。本文以服务质量模型和共享住宿的相关研究为基础,利用文本挖掘技术识别用户评论中的关键要素,搭建有形性、易用性、可靠性、响应性、经济性、移情性6个维度的评价体系;在此基础上,运用直觉模糊集量化评论文本,建立基于直觉模糊的TOPSIS评价模型;最后,评价国内5个具有代表性的共享住宿平台服务质量,并提出针对性的建议策略。本文为提升共享住宿平台的服务质量提供了科学依据,有助于平台企业从用户视角思考如何提升平台的服务质量。

With the sustainable development of domestic tourism industry,China's shared accommodation industry has maintained a stable growth for many years.However,the user's demand tends to be diversified,and the requirement for platform service quality is also increasing.The strategic focus of shared accommodation enterprises is to clarify the real needs of users and improve the service quality of the platform.Based on the research of service quality model and shared accommodation,this paper uses text mining technology to identify the key elements in online reviews,and builds an evaluation system of six dimensions,including tangibility,usefulness,reliability,responsiveness,economy and empathy.Then,the intuitionistic fuzzy set is used to quantify the comment text,and the TOPSIS evaluation model based on intuitionistic fuzzy is established.Finally,it evaluates the service quality of five representative shared accommodation platforms in China,and puts forward corresponding suggestions and strategies.This paper provides a scientific basis for improving the service quality of shared accommodation platform,and also helps platform enterprises to think about how to improve platform service quality from the perspective of users.