Research On Classification Methods Of Service Quality Dimensions Based On Tourism User-Generated Content

The convenience,interactivity and personalization of the Internet in the era of big data have promoted the innovation and change of the interaction mode between consumers and products,especially experiential products.The emergence and development of tourism e-commerce and social media platforms have produced a large number of easily accessible tourism user-generated content(UGC),which realizes the knowledge sharing between tourists and tourism related enterprises.UGC contains various consumer preference information concerning service quality dimensions,which provides a reference for potential tourists making purchase decisions,traveling plans and shopping arrangements.It also provides new ideas for enterprises listening to the voice of customers in a timely manner and maintaining customer satisfaction.Effective classification of service quality dimensions contributes to fully understanding and analyzing consumer satisfaction,and providing support for enterprises’ service quality management and competitive decisions.The existing research on analysis methods for classifying service quality dimensions mainly used questionnaires to obtain information related to consumer preferences for the study of the classification problems of service quality dimensions.However,the quality of data obtained from the questionnaire and their limitations in time,space and cost restrict enterprises to timely monitor and manage data to some extent.As a reliable data source,UGC is of great significance to the study of service quality dimensions classification.The development of classification methods for service quality dimensions based on UGC has become the key to ensure that tourism enterprises make effective quality management decisions and meet the needs of consumers in time.In addition,characteristics of reviewers and review contents determine the degree of adoption of review contents,and will affect the value of UGC to consumers’ and enterprises’ decisions.Therefore,it is necessary to systematically analyze the existing methods,combines the characteristics of information in tourism UGC,considers the characteristics of reviewer and review,and comprehensively use linguistic decision-making methods and service quality theories,as well as the techniques of sentiment analysis and deep learning,so as to conduct in-depth research and discussions on the classification methods of service quality dimensions suitable for problems in various situations based on the improved existing methods.Specific research contents of this paper are outlined as follows:(1)The sentiment analysis method based on a domain-dependent sentiment dictionary.In order to fully identify and explore sentimental preferences of consumers from massive UGC,this paper firstly analyzes the defects of existing sentiment analysis methods,then employs the tourism UGC in the hotel industry,constructs a domain-dependent sentiment dictionary,and then proposes a sentiment analysis algorithm based on semantic sentiment words.(2)The classification method of service quality dimensions considering the reviewer characteristics.This paper mainly studies how to improve the importance performance analysis model,and proposes the classification method of service quality dimensions based on the importance performance analysis model,to deal with the challenges of the classification problems of service quality dimensions caused by conflict preferences that reflect reviewer characteristics in UGC.Firstly,this paper utilizes linguistic distribution assessments,and quantifies multi-angle and specific descriptions in UGC to the greatest extent in a concise way.Secondly,considering the conflict preferences caused by reviewers’ differences in experience and expertise,this paper designs a performance determination method considering conflict preferences.In addition,combined with the semantic deviation between ratings and sentimental orientations reflected by textual reviews,this paper proposes an importance measurement method based on semantic consistency.(3)The classification method of service quality dimensions considering the review characteristics.This paper considers the dynamic preferences contained in UGC that reflects the characteristics of review information,and proposes the classification method of service quality dimensions based on the Kano model,aiming to study the problem of classifying service quality dimensions under the impacts of temporal and market segment dynamics brought by the epidemic.This paper firstly combines the dynamic topic model with the theories of service quality,and proposes an identification method of service quality dimensions,which successfully reveals service quality dimensions and their dynamic evolution.Then,this paper constructs a method of quantifying the dynamic effects of sentimental perferences towards service quality dimensions on customer satisfaction by incorporating the attention mechanism and a deep learning method.This method breaks the limits of the static assumption in existing methods.Lastly,this paper proposes a Kano classification method of service quality dimensions considering dynamic effects,formulating classification and improvement decisions with respect to different dynamic situations.(4)The classification method of service quality dimensions considering the reviewer and review characteristics.Combined with influence information in UGC that reflects interactions among reviewers and review quality,this paper proposes the classification method of service quality dimensions based on the asymmetric impact performance analysis model,and studies the classification problem of service quality dimensions considering the context where competitors exist.First of all,based on the theories and methods of social network,this paper reseasonbly defines and measures the concepts of relationship influence and information influence.Based on these concepts,incorporating the consumer preferences quantified from textual reviews,this paper proposes a performance determination method considering the influence information.Besides,this paper defines the concept of competitive dominance degree,based on which an asymmetric impact performance competitor analysis model is constructed.This model effectively manages the classification of service quality dimensions in the competitive context.