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Mining Pain Points from Hotel Online Comments based on Sentiment Analysis

机译：基于情感分析的酒店在线评论中的痛点挖掘

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摘要

Commercial competitive information can be achieved by sentiment analysis from plenty of hotels online comments. The proposed model mined out guest's pain points from feature-emotion data which are obtained from sentiment analysis. Then pain point indexes were calculated by the calculating formula which was constructed from two dimensions of guest attention and emotion, and the results were quantified and visualized. At last, the commercial competitive analysis was carried out to help business make decision. The experiment to verify the proposed method was executed on online comments from 4 hotels. It is found that the emotional scores of pain points for the four hotels on the "sound insulation" were all over designed threshold, indicating that the guests generally felt "pain" on "sound insulation". The main competitor of the "Seven Days" hotel was the "Super 8" hotel. The emotional pain point quantification results of proposed model are in good agreement with the guest's real comments, and have certain practicability.
机译：商业竞争信息可以通过大量酒店在线评论中的情感分析来获得。所提出的模型从通过情感分析获得的特征-情感数据中挖掘出客人的痛点。然后用计算公式计算出痛点指标，该计算公式由客人注意力和情绪两个维度构成，并对结果进行量化和可视化。最后，进行了商业竞争分析，以帮助企业做出决策。对4家酒店的在线评论进行了验证所提出方法的实验。结果发现，四家酒店在“隔音”上的痛点情感评分均超过设计阈值，表明客人总体上对“隔音”感到“痛”。 “七日”酒店的主要竞争对手是“速8”酒店。该模型的情感痛点量化结果与客人的真实评论吻合良好，具有一定的实用性。

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