An online reviews information fusion method and its application to public property service quality evaluation
Abstract
With the rapid development of computer networking technology, people pay more and more attention to the role of online reviews in management decision making. The existing methods of online reviews fusion are limited to rational decision-making behavior, which does not accord with the characteristics of evaluators’ behavior characteristics in the real environment. In order to solve the online reviews fusion problem based on bounded rational behavior which is closer to the reality of property service quality evaluation, the multi-index and multi-scale (MIMS) method is extended into the generalized form, the online reviews are quantified by using the adverb structure scaling method, and an online reviews fusion method based on the improved TODIM (an acronym in Portuguese of interactive and multi-criteria decision making) model is proposed. The feasibility and effectiveness of the proposed method are verified by an example analysis of property service quality evaluation. The research results are as follows: the adverb structure scaling method is suitable for a large number of online reviews processing, the proposed method improves the efficiency of online reviews information fusion, and it is feasible and effective to evaluate property service quality based on the bounded rationality of evaluator’s behavior.
First published online 14 January 2022
Keyword : generalized MIMS method, adverb structure scaling method, improved TODIM method, online reviews information fusion, public property service quality evaluation
How to Cite
Lin, S., Zuo, W., Lin, H., & Hu, Q. (2022). An online reviews information fusion method and its application to public property service quality evaluation. International Journal of Strategic Property Management, 26(1), 1-10. https://doi.org/10.3846/ijspm.2022.16172
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Kahneman, D., & Tversky, A. (1979). Prospect theory: an analysis of decision under risk. Econometrica, 47, 263–291. https://doi.org/10.2307/1914185
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Lee, Y. S., & Shih, H. S. (2016). Incremental analysis for generalized TODIM. Central European Journal of Operations Research, 24(4), 901–922. https://doi.org/10.1007/s10100-015-0427-2
Leoneti, A. B., & Gomes, L. F. A. M. (2021). A novel version of the TODIM method based on the exponential model of prospect theory: the ExpTODIM method. European Journal of Operational Research, 295(3), 1042–1055. https://doi.org/10.1016/j.ejor.2021.03.055
Llamazares, B. (2018). An analysis of the generalized TODIM method. European Journal of Operational Research, 269(3), 1041–1049. https://doi.org/10.1016/j.ejor.2018.02.054
Li, D. F. (2008). Extension of the LINMAP for multiattribute decision-making under Atanassov’s intuitionistic fuzzy environment. Fuzzy Optimization & Decision-Making, 7(1), 7–34. https://doi.org/10.1007/s10700-007-9022-x
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Liang, X., Jiang, Y. P., & Gao, M. (2017). Product selection methods based on online reviews. Journal of Northeastern University (Natural Science), 38(1), 143–147. https://doi.org/10.3969/j.issn.1005-3026.2017.01.029
Liu, L. J., & Zuo, W. J. (2019). Interval value weighted Muirhead mean operator and its application in perceived service quality evaluation. Journal of Industrial Technological Economics, 38(5), 38–44. https://doi.org/10.3969/j.issn.1004-910X.2019.05.005
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Mi, C. M., Shan, X. F., Qiang, Y., Stephanie, Y., & Chen, Y. (2014). A new method for evaluating tour online review based on grey 2-tuple linguistic. Kybernetes, 43, 601–613. https://doi.org/10.1108/K-06-2013-0123
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Qin, Q. D., Liang, F. Q., Li, L., Chen, Y. W., & Yu, G. F. (2017). A TODIM-based multi-criteria group decision making with triangular intuitionistic fuzzy numbers. Applied Soft Computing, 55, 93–107. https://doi.org/10.1016/j.asoc.2017.01.041
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Shen, H. M., Tu, K. J., & Chiang, T. Y. (2021). Establish a customer property service strategy framework. International Journal of Strategic Property Management, 25(3), 204–215. https://doi.org/10.3846/ijspm.2021.14568
Srinivasan, V., & Shocker, A. D. (1973). Linear programming techniques for multidimensional analysis of preferences. Psychometrika, 38, 337–369. https://doi.org/10.1007/BF02291658
Tiglao, N. C. C., De Veyra, J. M. Tolentino, N. J. Y., & Tacderas, M. A. Y. (2020). The perception of service quality among paratransit users in Metro Manila using structural equations modelling (SEM) approach. Research in Transportation Economics, 83, 100955. https://doi.org/10.1016/j.retrec.2020.100955
Wan, S. P., Zou, W., & Dong, J. Y. (2020). Prospect theory based method for heterogeneous group decision making with hybrid truth degrees of alternative comparisons. Computers & Industrial Engineering, 141(3), 106285.1–106285.14. https://doi.org/10.1016/j.cie.2020.106285
Wang, C., Chen, G. Q., & Wei, Q. (2018a). A temporal consistency method for online review ranking. Knowledge-Based Systems, 143(1), 259–270. https://doi.org/10.1016/j.knosys.2017.09.036
Wang, H. D., Yao, J. L., Zhang, X. Y., & Zhang, Y. (2021). An area similarity measure for trapezoidal interval type-2 fuzzy sets and its application to service quality evaluation. International Journal of Fuzzy Systems, 23, 2252–2269. https://doi.org/10.1007/s40815-021-01099-6
Wang, P., Xu, X. H., Huang, S., & Cai, C. G. (2018b). A linguistic large group decision making method based on the cloud model. IEEE Transactions on Fuzzy Systems, 26(6), 314–326. https://doi.org/10.1109/TFUZZ.2018.2822242
Wang, X., & Dang, Y. G. (2016). Multiple attribute decision-making model with interval grey number based on improved TODIM method. Control and Decision, 31(2), 261–266. https://doi.org/10.13195/j.kzyjc.2014.1419
Xi, Y., & Fan, Z. P. (2016). Method for determining attribute weights and ranking alternatives based on online evaluation information. Control and Decision, 31(11), 1998–2004. https://doi.org/10.13195/j.kzyjc.2015.1060
Xie, L., He, J. Q., Cheng, P. F., Xiao, R. S., & Zhou, X. H. (2019). A multi-criteria 2-tuple linguistic group decision-making method based on TODIM for cholecystitis treatments selection. ACCESS, 7, 127967–127986. https://doi.org/10.1109/ACCESS.2019.2939211
Xu, X. H., Du, Z. J., Chen, X. H., & Zhou, Y. J. (2017). Conflict large-group emergency decision-making method while protecting minority opinions. Journal of Management Sciences in China, 20(11), 10–23. https://en.cnki.com.cn/Article_en/CJFDTOTAL-JCYJ201711002.html
Yucesan, M., & Gul, M. (2020). Hospital service quality evaluation: an integrated model based on Pythagorean fuzzy AHP and fuzzy TOPSIS. Soft Computing, 24(5), 3237–3255. https://doi.org/10.1007/s00500-019-04084-2
Zhang, J., Wang, C., & Chen, G. Q. (2020). A review selection method for finding an informative subset from online reviews. Informs Journal on Computing, 33(1), 280–299. https://doi.org/10.1287/ijoc.2019.0950
Zhang, X., & Fan, Z. P. (2010). A method for large group decision making with multi-attribute and multiidentifier based on stochastic dominance rules. Systems Engineering, 28(2), 24–29. https://doi.org/10.3724/SP.J.1087.2010.02828
Zuo, W. J., Li, D. F., & Yu, G. F. (2020). A general multi-attribute multi-scale decision making method based on dynamic LINMAP for property perceived service quality evaluation. Technological and Economic Development of Economy, 26(5), 1052–1073. https://doi.org/10.3846/tede.2020.12726
Zuo, W. J., Li, D. F., Yu, G. F., & Zhang, L. P. (2019). A large group decision-making method and its application to the evaluation of property perceived service quality. Journal of Intelligent & Fuzzy Systems, 37(1), 1513–1527. https://doi.org/10.3233/JIFS-182934
Zuo, W. J., Zhang, X. X., Zeng, S. Z., & Liu, L. J. (2021). A LINMAP method based on the bounded rationality of evaluators for property service quality evaluation. ACCESS, 9, 122668–122684. https://doi.org/10.1109/ACCESS.2021.3109296
Alimohammadzadeh, K., Bahadori, M., & Hassani, F. (2016). Application of analytical hierarchy process approach for service quality evaluation in radiology departments: a cross-sectional study. Iranian Journal of Radiology, 13(1), 1–7. https://doi.org/10.5812/iranjradiol.29424
Atalay, K. D., Atalay, B., & Isin, F. B. (2019). Fipia with information entropy: a new hybrid method to assess airline service quality. Journal of Air Transport Management, 76(5), 67–77. https://doi.org/10.1016/j.jairtraman.2019.02.004
Basfirinci, C., & Mitra, A. (2015). A cross cultural investigation of airlines service quality through integration of servqual and the KANO model. Journal of Air Transport Management, 42, 239–248. https://doi.org/10.1016/j.jairtraman.2014.11.005
Bazeer Ahamed, B., & Murugan, K. (2020). Study of socio-linguistics online review system using sentiment scoring method. In P. Vasant, I. Zelinka, & G. W. Weber (Eds.), Advances in intelligent systems and computing: Vol. 1072. Intelligent computing and optimization (pp. 569–580). Springer. https://doi.org/10.1007/978-3-030-33585-4_56
Beim, D., Hirsch, A. V., & Kastellec, J. P. (2016). Signaling and counter-signaling in the judicial hierarchy: an empirical analysis of en banc review. American Journal of Political Science, 60(2), 490–508. https://doi.org/10.1111/ajps.12193
Biswas, A., & Sarkar, B. (2018). Interval-valued pythagorean fuzzy TODIM approach through point operator-based similarity measures for multicriteria group decision making. Kybernetes, 48(3), 496–519. https://doi.org/10.1108/K-12-2017-0490
Chen, K., Kou, G., Shang, J., & Chen, Y. (2015). Visualizing market structure through online product reviews: integrate topic modeling, TOPSIS, and multi-dimensional scaling approaches. Electronic Commerce Research & Applications, 14(1), 58–74. https://doi.org/10.1016/j.elerap.2014.11.004
Chen, Y. T., & Chou, T. Y. (2011). Applying GRA and QFD to improve library service quality. The Journal of Academic Librarianship, 37(3), 237–245. https://doi.org/10.1016/j.acalib.2011.02.016
Chiang, T. Y., & Perng, Y. H. (2018). A new model to improve service quality in the property management industry. International Journal of Strategic Property Management, 22(5), 436–446. https://doi.org/10.3846/ijspm.2018.5226
China Internet Network Information Center. (2021, February). The 47th China statistical report on Internet development [R]. http://www.cac.gov.cn/2021-02/03/c_1613923423079314.htm
Fan, Z. P., Zhang, X., Chen, F. D., & Liu, Y. (2013). Extended TODIM method for hybrid multiple attribute decision making problems. Knowledge-Based Systems, 42(2), 40–48. https://doi.org/10.1016/j.knosys.2012.12.014
Garoupa, N., Gili, M., & Gómez-Pomar, F. (2012). Political influence and career judges: an empirical analysis of administrative review by the Spanish supreme court. Journal of Empirical Legal Studies, 9(4), 795–826. https://doi.org/10.1111/j.1740-1461.2012.01270.x
Gomes, L. F. A. M., & Lima, M. (1991). TODIM: basic and application to multicriteria ranking of projects with environmental impacts. Foundations of Computing and Decision Sciences, 16(3), 113–127. https://zbmath.org/?q=an%3A00713580
Gou, X. J., Xu, Z. S., & Herrera, F. (2018). Consensus reaching process for large-scale group decision making with double hierarchy hesitant fuzzy linguistic preference relations. Knowledge-Based Systems, 157, 20–33. https://doi.org/10.1016/j.knosys.2018.05.008
Huang, Y. H., & Lee, P. C. (2020). Role of property management in service demands of elderly residents of apartment complexes. International Journal of Strategic Property Management, 24(1), 24–37. https://doi.org/10.3846/ijspm.2019.10852
Islam, R., Musabbir, S. R., Ahmed, I. U., Hadiuzzaman, M., & Hasnat, M. H. (2016). Bus service quality prediction and attribute ranking using probabilistic neural network and adaptive neuro fuzzy inference system. Canadian Journal of Civil Engineering, 43(9), 822–829. https://doi.org/10.1139/cjce-2016-0119
Kahneman, D., & Tversky, A. (1979). Prospect theory: an analysis of decision under risk. Econometrica, 47, 263–291. https://doi.org/10.2307/1914185
Kseolu, A., Ahin, R., & Merdan, M. (2020). A simplified neutrosophic multiplicative set‐based TODIM using water-filling algorithm for the determination of weights. Expert Systems, 37(4), e12515.1–e12515.28. https://doi.org/10.1111/exsy.12515
Lee, Y. S., & Shih, H. S. (2016). Incremental analysis for generalized TODIM. Central European Journal of Operations Research, 24(4), 901–922. https://doi.org/10.1007/s10100-015-0427-2
Leoneti, A. B., & Gomes, L. F. A. M. (2021). A novel version of the TODIM method based on the exponential model of prospect theory: the ExpTODIM method. European Journal of Operational Research, 295(3), 1042–1055. https://doi.org/10.1016/j.ejor.2021.03.055
Llamazares, B. (2018). An analysis of the generalized TODIM method. European Journal of Operational Research, 269(3), 1041–1049. https://doi.org/10.1016/j.ejor.2018.02.054
Li, D. F. (2008). Extension of the LINMAP for multiattribute decision-making under Atanassov’s intuitionistic fuzzy environment. Fuzzy Optimization & Decision-Making, 7(1), 7–34. https://doi.org/10.1007/s10700-007-9022-x
Li, W. H., Yu, S. H., Pei, H. N., Zhao, C., & Tian, B. Z. (2017). A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality. Journal of Air Transport Management, 60, 49–64. https://doi.org/10.1016/j.jairtraman.2017.01.006
Liang, X., Jiang, Y. P., & Gao, M. (2017). Product selection methods based on online reviews. Journal of Northeastern University (Natural Science), 38(1), 143–147. https://doi.org/10.3969/j.issn.1005-3026.2017.01.029
Liu, L. J., & Zuo, W. J. (2019). Interval value weighted Muirhead mean operator and its application in perceived service quality evaluation. Journal of Industrial Technological Economics, 38(5), 38–44. https://doi.org/10.3969/j.issn.1004-910X.2019.05.005
Lourenzutti, R., & Krohling, R. A. (2013). A study of TODIM in a intuitionistic fuzzy and random environment. Expert Systems with Applications, 40(16), 6459–6468. https://doi.org/10.1016/j.eswa.2013.05.070
Mi, C. M., Shan, X. F., Qiang, Y., Stephanie, Y., & Chen, Y. (2014). A new method for evaluating tour online review based on grey 2-tuple linguistic. Kybernetes, 43, 601–613. https://doi.org/10.1108/K-06-2013-0123
Mudambi, S. M., & Schuff, D. (2010). What makes a helpful online review? A study of customer reviews on Amazon.com. MIS Quarterly, 34(1), 185–200. https://doi.org/10.2307/20721420
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implication for future research (servqual). Journal of Marketing, 49, 41–50. https://doi.org/10.1177/002224298504900403
Qin, Q. D., Liang, F. Q., Li, L., Chen, Y. W., & Yu, G. F. (2017). A TODIM-based multi-criteria group decision making with triangular intuitionistic fuzzy numbers. Applied Soft Computing, 55, 93–107. https://doi.org/10.1016/j.asoc.2017.01.041
Robson, K., Farshid, M., Bredican, J., & Humphrey, S. (2013). Making sense of online consumer reviews: a methodology. International Journal of Market Research, 55(4), 521–537. https://doi.org/10.2501/ijmr-2013-046
Shen, H. M., Tu, K. J., & Chiang, T. Y. (2021). Establish a customer property service strategy framework. International Journal of Strategic Property Management, 25(3), 204–215. https://doi.org/10.3846/ijspm.2021.14568
Srinivasan, V., & Shocker, A. D. (1973). Linear programming techniques for multidimensional analysis of preferences. Psychometrika, 38, 337–369. https://doi.org/10.1007/BF02291658
Tiglao, N. C. C., De Veyra, J. M. Tolentino, N. J. Y., & Tacderas, M. A. Y. (2020). The perception of service quality among paratransit users in Metro Manila using structural equations modelling (SEM) approach. Research in Transportation Economics, 83, 100955. https://doi.org/10.1016/j.retrec.2020.100955
Wan, S. P., Zou, W., & Dong, J. Y. (2020). Prospect theory based method for heterogeneous group decision making with hybrid truth degrees of alternative comparisons. Computers & Industrial Engineering, 141(3), 106285.1–106285.14. https://doi.org/10.1016/j.cie.2020.106285
Wang, C., Chen, G. Q., & Wei, Q. (2018a). A temporal consistency method for online review ranking. Knowledge-Based Systems, 143(1), 259–270. https://doi.org/10.1016/j.knosys.2017.09.036
Wang, H. D., Yao, J. L., Zhang, X. Y., & Zhang, Y. (2021). An area similarity measure for trapezoidal interval type-2 fuzzy sets and its application to service quality evaluation. International Journal of Fuzzy Systems, 23, 2252–2269. https://doi.org/10.1007/s40815-021-01099-6
Wang, P., Xu, X. H., Huang, S., & Cai, C. G. (2018b). A linguistic large group decision making method based on the cloud model. IEEE Transactions on Fuzzy Systems, 26(6), 314–326. https://doi.org/10.1109/TFUZZ.2018.2822242
Wang, X., & Dang, Y. G. (2016). Multiple attribute decision-making model with interval grey number based on improved TODIM method. Control and Decision, 31(2), 261–266. https://doi.org/10.13195/j.kzyjc.2014.1419
Xi, Y., & Fan, Z. P. (2016). Method for determining attribute weights and ranking alternatives based on online evaluation information. Control and Decision, 31(11), 1998–2004. https://doi.org/10.13195/j.kzyjc.2015.1060
Xie, L., He, J. Q., Cheng, P. F., Xiao, R. S., & Zhou, X. H. (2019). A multi-criteria 2-tuple linguistic group decision-making method based on TODIM for cholecystitis treatments selection. ACCESS, 7, 127967–127986. https://doi.org/10.1109/ACCESS.2019.2939211
Xu, X. H., Du, Z. J., Chen, X. H., & Zhou, Y. J. (2017). Conflict large-group emergency decision-making method while protecting minority opinions. Journal of Management Sciences in China, 20(11), 10–23. https://en.cnki.com.cn/Article_en/CJFDTOTAL-JCYJ201711002.html
Yucesan, M., & Gul, M. (2020). Hospital service quality evaluation: an integrated model based on Pythagorean fuzzy AHP and fuzzy TOPSIS. Soft Computing, 24(5), 3237–3255. https://doi.org/10.1007/s00500-019-04084-2
Zhang, J., Wang, C., & Chen, G. Q. (2020). A review selection method for finding an informative subset from online reviews. Informs Journal on Computing, 33(1), 280–299. https://doi.org/10.1287/ijoc.2019.0950
Zhang, X., & Fan, Z. P. (2010). A method for large group decision making with multi-attribute and multiidentifier based on stochastic dominance rules. Systems Engineering, 28(2), 24–29. https://doi.org/10.3724/SP.J.1087.2010.02828
Zuo, W. J., Li, D. F., & Yu, G. F. (2020). A general multi-attribute multi-scale decision making method based on dynamic LINMAP for property perceived service quality evaluation. Technological and Economic Development of Economy, 26(5), 1052–1073. https://doi.org/10.3846/tede.2020.12726
Zuo, W. J., Li, D. F., Yu, G. F., & Zhang, L. P. (2019). A large group decision-making method and its application to the evaluation of property perceived service quality. Journal of Intelligent & Fuzzy Systems, 37(1), 1513–1527. https://doi.org/10.3233/JIFS-182934
Zuo, W. J., Zhang, X. X., Zeng, S. Z., & Liu, L. J. (2021). A LINMAP method based on the bounded rationality of evaluators for property service quality evaluation. ACCESS, 9, 122668–122684. https://doi.org/10.1109/ACCESS.2021.3109296