基于在线评论情感分析的快递服务质量评价

由于问卷调查分析法受访者少,问卷质量也低,为此,以海量的在线消费者评论为数据,采用情感分析技术,提出一种快递服务质量评价方法.选取大众点评网上SF和ST两家快递企业的评论语料为例进行实验分析,首先,应用服务质量测评模型SERVQUAL量表和物流服务质量评价的相关理论,结合文本分析方法,建立一套基于在线评论情感分析的快递服务质量评价指标体系;其次,对评论语料进行抓取、分句、标识等预处理,比较不同特征选择算法在不同分类算法下的查全率与查准率,最终以信息增益和支持向量机作为最佳组合,抽取614个特征项用于有用性文本的识别;然后,基于How Net的语义相似度极性计算方法和副词量级划分方法对在线评论进行情感极性和强度分析;最后,应用TF-IDF法,结合评论文本确定评价指标的权重,对快递企业服务质量计算综合评价得分.与大众点评网的星级评分进行对比,实验结果表明:该方法与现有方法相比,能够直观地比较SF和ST两家快递企业在快递服务质量各项评价指标上的差异,并且两者的得分趋势相吻合.

Evaluation of Service Quality for Express Industry Through Sentiment Analysis of Online Reviews

The evaluation method based on questionnaire survey has limited respondents with low quality, therefore, an evaluation method of express service quality was put forward in this paper through sentiment analysis of massive online reviews by selecting online reviews of express companies SF and ST from dianping. com for experiment analysis. First, the SERVQUAL model of service quality evaluation and the related theory of quality evaluation of logistics service was applied combined with text analysis, to establish an index system of quality evaluation of express service through sentiment analysis. Then online reviews such as capturing, phrasing and marking were preprocessed, and the recall ratio and precision ratio under different feature selection algorithm and different classification algorithm were compared. 614 features were extracted and the useful text were identified by choose IG and SVM as the best combination. Furthermore, the polarity analysis and strength analysis of online reviews were conducted based on semantic similarity calculation of HowNet and adverb classification method. Finally, TF-IDF with the weight of evaluation index was applied to evaluate the express service quality. Compared with the rating scores from dianping. com, the experimental results indicate that the proposed method can effectively and better compare differences between SF and ST in each express service quality index. Besides, the general evaluation scores are in alignment with dianping. com.