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Text-based Causality Modeling with Emotional Information Embedded in Hierarchic Topic Structure

Authors:
Takuro Ogawa
Ryosuke Saga

Keywords: sentiment analysis; service analysis; SEM; hLDA;causal analysis

Abstract:
Service evaluation depends on various factors, such as assurance, responsiveness, and tangibles. Given that emotional satisfaction affects service satisfaction, analyzing both the evaluation and emotionsis important in improving service. Previous studies have identified the evaluation factor and determined the degree of influence on the resulting evaluation. However, there is little effective analysis that reflects the influence of such afactor on emotion. In this study, we use hierarchal Latent Dirichlet Allocation and structural equation modeling(SEM) to express the causality relationships of service evaluation visually and quantitatively. Emotion obtained quantitatively by using sentiment analysis is newly applied to SEM to obtain knowledge reflecting the influence of emotion. As a result of the experiment, we can identify the causality of service and determine the influence of the evaluation factor and emotion quantitatively.

Pages: 15 to 20

Copyright: Copyright (c) IARIA, 2019

Publication date: November 24, 2019

Published in: conference

ISSN: 2326-9294

ISBN: 978-1-61208-757-3

Location: Valencia, Spain

Dates: from November 24, 2019 to November 28, 2019