Service quality evaluation and service improvement using online reviews: A framework combining deep learning with a hierarchical service quality model

作者：

Highlights：

• Service quality evaluation and service improvement is considered as a system.

• Extract performance values of service quality subdimensions from online reviews.

• LSTM is used to evaluate service quality to consider time-varying characteristics.

• Service quality subdimensions are ranked using deep learning and sensitivity analysis.

摘要

•Service quality evaluation and service improvement is considered as a system.•Extract performance values of service quality subdimensions from online reviews.•LSTM is used to evaluate service quality to consider time-varying characteristics.•Service quality subdimensions are ranked using deep learning and sensitivity analysis.

论文关键词：Service quality evaluation,Service improvement,Deep learning,Online reviews,Service quality model

论文评审过程：Received 15 January 2022, Revised 20 June 2022, Accepted 6 July 2022, Available online 14 July 2022, Version of Record 15 July 2022.

论文官网地址：https://doi.org/10.1016/j.elerap.2022.101174