Ontology Development Based on Quality Service of Coffee Shop Management at Kunming, China

Abstract

This research study ontology development by analyzing 6 months of customer comments on Dianping.com. The text analysis results are to get 1028 customer comments about independent coffee shops in Kunming. Among these, there are 183 customer comments about service quality. Based on these comments about service quality, there are 45 keywords from the analysis. Then the sentiment analysis is performed on the customer comments. The calculated sentiment scores of customer comments are 64 and -162, and the number of negative customer comments is 103, with negative sentiment accounting for 56.28% of the total 183 comments. It defines whether the customer comments are positive or negative. Furthermore, it shows that customers are dissatisfied with the service of independent coffee shops in Kunming. Therefore, this research finds that independent coffee shops in Kunming lack good service quality. In order to improve this situation, this research extends the ontology related to service quality using an ontological model to obtain an ontological model combining domain ontology and affective orientation related to service quality information in coffee shops based on the keywords and affective orientation in the comments. It allows managers to understand more intuitively and the relationship between each knowledge related to service quality in independent coffee shops from the models and find the critical points of service quality problems and improve them.