基于方面级情感分析的公共图书馆文旅服务体验满意度研究

Research on the Satisfaction of Public Library Cultural and Tourism Service Experience Based on Aspect-level Sentiment Analysis

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摘要 [目的/意义]构建方面级情感分析模型探究文旅服务不同方面的满意度,发现尚需改进的方面,为公共图书馆文旅服务创新提供参考。[方法/过程]首先,采集30个公共图书馆的用户评论,运用BTM模型和NLTK算法分别构建满意度方面类别体系和方面语句集。其次,运用本文搭建且验证的RoBERTa-BiLSTM-CRF模型识别方面情感三元组并计算其情感值。最后,采用顾客满意度赋值评分法计算各方面满意度,并进行类别排序和区域分析,提出针对性的改进建议。[结果/结论]公共图书馆文旅服务体验满意度包括7个方面类别、18个子类别。其中,区位基建满意度最高,人文气息最低,周边建筑、文创产品等子类别较低;东部地区各方面满意度最高,中部地区次之,西部和东北地区较低;对文旅服务满意度较低的方面提出建议。 [Purpose/significance]This paper is to construct an aspect-level sentiment analysis model to explore the satisfaction of different aspects of cultural and tourism services,discover the aspects that still need improvement,and provide a reference for the innovation of cultural and tourism services in public libraries.[Method/process]Firstly,the paper collects user comments from 30 public libraries,and uses the BTM model and NLTK algorithm to construct the category system of satisfaction aspects and the statement set of aspects respectively.Secondly,the paper uses the RoBERTa-BiLSTM-CRF model built and verified in this paper to identify the aspect sentiment triples and calculate their sentiment values.Finally,the paper adopts the customer satisfaction assignment scoring method to calculate the satisfaction in all aspects,conducts category ranking and regional analysis,and puts forward targeted improvement suggestions.[Result/conclusion]The satisfaction with the cultural and tourism service experience of public libraries includes 7 aspects and 18 subcategories.Among them,the satisfaction with location and infrastructure is the highest,the satisfaction with humanistic atmosphere is the lowest,and the subcategories such as surrounding buildings and cultural and creative products are relatively low.The satisfaction rate in all aspects is the highest in the eastern region,followed by the central region,and relatively low in the western and northeastern regions.It puts forward suggestions on the aspects with relatively low satisfaction in cultural and tourism services.

作者何明祥黄珊珊李冠 He Mingxiang;Huang Shanshan;Li Guan(College of Computer Science and Engineering,Shandong University of Science and Technology,Qingdao Shandong 266590)

机构地区山东科技大学计算机科学与工程学院

出处《情报探索》 2025年第7期116-125,共10页 Information Research

关键词公共图书馆文旅服务体验满意度在线评论方面级情感分析 BTM模型 RoBERTa-BiLSTM-CRF模型 public library cultural and tourism service experience satisfaction online review aspect-level sentiment analysis BTM model RoBERTa-BiLSTM-CRF model

分类号 G251 [文化科学—图书馆学]

作者简介何明祥(1969-),男,博士,副教授,研究方向为智能信息处理、人工智能;黄珊珊(1999-),女,2022级硕士研究生,研究方向为图书馆与信息服务;通讯作者:李冠(1970-),女,硕士,副教授,研究方向为智能信息服务、智能信息处理。