Knowledge model of coffee shop service management based on the best service quality framework

Abstract

The problem studied in this paper is how to improve independent coffee shops' service quality in Kunming. Based on the Dianping.COM, using software mining to obtain public comments of independent coffee shops in Kunming, and through the use of sentiment analysis method of sentiment dictionary, it analyzed the users' sentiment tendency evaluation of the service experience of independent coffee shops in Kunming, and expressed it as a bar chart, which confirmed the existence of the studied problem. Next, the independent coffee shop underwent a knowledge adult through the knowledge engineering approach and an analysis of the factors that influence various aspects of the coffee shop. Subsequently, it was obtained relevant articles from other countries or regions about the behavior and good service quality of independent coffee shops. Next, the independent coffee shop underwent a knowledge adult through the knowledge engineering approach and an analysis of the factors that influence various aspects of the coffee shop. This was analyzed and created a knowledge map using knowledge engineering theory based on 4E marketing theory. The resulting knowledge map shows key words and quality of service relationships. It allows managers to better visualize the relationships between each element of service quality knowledge and to identify and improve on key areas of service quality problems. Lastly, the knowledge map uses infographics to visualize the data. It is hoped that the quality of service of independent coffee shops in Kunming will be improved in an efficient way.