期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2018
卷号：96
期号：22
出版社：Journal of Theoretical and Applied
摘要：This study aims to derive CTQ(Critical-to-Quality) for service quality management strategy optimized to the hotel service. In order to derive CTQ, text mining analysis of 46,870 reviews written by foreign visitors covering 20 hotels in Seoul, Korea, is conducted from Jan. 2014 to Jun. 2017. In this study, KJ(Kawakita Jiro) method applied by text mining technique, LDA(Latent Dirichlet Allocation) for topic modeling, is examined and raw VOC data were translated to CTQ characteristics. In addition, the measurement of CTQ is practiced based on sentiment analysis related to keywords from topics in contrast to typical CTQ measurement. Finally, it examined what CTQ measured influences on the hotel business performance through the linear regression.
关键词：CTQ; LDA; Sentiment Analysis; Service Quality Management; Text Mining; VOC
