NDLI: Graph-based service quality evaluation through mining Web reviews

Content Provider	IEEE Xplore Digital Library
Author	Suke Li Jinmei Hao Zhong Chen
Copyright Year	2010
Description	Author affiliation: School of EECS, Peking University, Beijing, China (Suke Li; Zhong Chen) \|\| Beijing Union University, China (Jinmei Hao)
Abstract	This work tries to find a possible solution to the basic research problem: how to conduct service quality evaluation through mining Web reviews? To address this problem, this work proposes a novel approach to service quality evaluation which has two essential subtasks: 1) finding the most important service aspects, and 2) measuring service quality using ranked service aspects. We propose three graph-based ranking models to rank service aspects and a simple linear method of measuring service quality. Empirical experimental results show all our three methods outperform the approach of Noun Frequency. We also show the effectiveness of our service quality evaluation method by conducting intensive regression experiments.
Starting Page	1
Ending Page	8
File Size	1560081
Page Count	8
File Format	PDF
ISBN	9781424468966
e-ISBN	9781424468997
DOI	10.1109/NLPKE.2010.5587817
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-08-21
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	opinion mining service aspect ranking Educational institutions Book reviews Service quality evaluation
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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Graph-based service quality evaluation through mining Web reviews