摘要
在数字网络时代,质量管理的意义已经扩展至不仅仅是满足产品和服务的基本要求,而是更加注重提供超出顾客预期的、令人惊喜的体验和价值。通过分析在线评论,企业可以了解顾客的需求和反馈,及时发现问题,并改进服务,从而提高服务质量,增强顾客满意度和忠诚度。本文以迪士尼旅游风景区顾客在线评论为例进行了实证研究,构建了游客体验质量特征词库,结合词库构建评论的上下文矩阵提取出词语向量并进行可视化展示。为探索设立旅游服务质量奖提供参考依据。
In the digital era,the significance of quality management has extended beyond meeting the basic requirements of products and services,but rather focuses on providing experiences and values that exceed customers'expectations.By analyzing online reviews,companies can understand customers'needs and feedback,identify problems in a timely manner,and improve services to enhance customer satisfaction and loyalty.This paper conducts empirical research on online reviews of Disney theme parks and constructs a feature word library of tourist experience quality,which is used to build a contextual matrix of comments to extract word vectors and visually display them.This paper provides a reference basis for exploring the establishment of tourism service quality awards.
作者
夏春阳
宋明顺
黄佳
XIA Chun-yang;SONG Ming-shun;HUANG Jia(China Jiliang University)
出处
《标准科学》
2023年第6期80-86,共7页
Standard Science
基金
国家自然科学基金资助项目“智能制造情景下故障模式及影响分析方法研究”(项目编号:72001196)
浙江省自然科学基金资助项目“基于FMEA改进模型的智慧城市信息安全风险评估研究”(项目编号:LQ21G010004)资助。
关键词
在线评论
服务质量
旅游业
词向量
online reviews
service quality
tourism industry
word vectors
