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首页> 外文会议>International Seminar on Research of Information Technology and Intelligent Systems >Service Extraction and Sentiment Analysis to Indicate Hotel Service Quality in Yogyakarta based on User Opinion
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Service Extraction and Sentiment Analysis to Indicate Hotel Service Quality in Yogyakarta based on User Opinion

机译：基于用户意见的日惹酒店服务质量服务提取与情感分析

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摘要

Yogyakarta is one of the most popular tourist destinations in Indonesia. In Jogja, Malioboro is one of the most visited place for its nature, culinary, shopping, culture, and arts. Every year, in Malioboro, room occupancy rate has increased significantly. The promising tourism business had allured many online booking service provider, including Traveloka. Using Traveloka, users can reserve, give ratings and opinions on hotel services. The rating and opinion are employed to indicate hotel services quality. Later on, from the indicator, user satisfaction level can be obtained. In this study, a new approach, the rule-based method is utilized to sort out opinions containing services. Moreover, it is also employed to extract service words and opinion words. Afterward, it is utilized to identify sentiments from opinions. Because the result is still impractical, then, it is segmented according to the department and function of the hotel. From the summary, indicators of the hotel service quality can be obtained. Later, the indicators will be utilized to determine the user satisfaction level. From the experiment, it is shown that the rule-based method can be employed to sort service-based opinions and to calculate service quality indicators. The rule-based method can classify opinions based on services with precision of 0.97, recall of 1, and f-measure of 0.98. The rule-based method can classify opinions based on sentimen with precision of 0.99, recall of 1, and f-measure of 0.99. As comparison, the experiments are also performed with other methods, namely KNN, SVM, J48 and Naïve Bayes. The result shows that the rule based method achieves the best performance, compare to the other methods.
机译：日惹是印度尼西亚最受欢迎的旅游目的地之一。在Jogja，Malioboro因其自然，烹饪，购物，文化和艺术而成为访问量最大的地方之一。每年，在马里奥波罗，房间入住率都显着提高。有前途的旅游业务吸引了许多在线预订服务提供商，包括Traveloka。使用Traveloka，用户可以预订酒店，对酒店服务给予评分和意见。该评级和意见用于指示酒店服务质量。稍后，可以从指标中获得用户满意度。在这项研究中，一种新的方法，基于规则的方法被用来整理包含服务的意见。此外，它还用于提取服务词和意见词。之后，它被用来从观点中识别情绪。由于结果仍然不切实际，因此，将根据酒店的部门和功能对其进行细分。从总结中，可以获得酒店服务质量的指标。以后，将利用这些指标来确定用户满意度。实验表明，基于规则的方法可用于对基于服务的意见进行排序并计算服务质量指标。基于规则的方法可以基于服务对意见进行分类，精度为0.97，召回率为1，f度量为0.98。基于规则的方法可以基于情感对观点进行分类，精度为0.99，召回率为1，f度量为0.99。作为比较，实验还使用其他方法进行，即KNN，SVM，J48和朴素贝叶斯。结果表明，与其他方法相比，基于规则的方法具有最佳性能。

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