A Big Data based Smart Evaluation System using Public Opinion Aggregation

摘要

Assessing service quality proves very subjective, varying with objectives, methods, tools, and areas of assessment in the service sector. Customers' perception of services usually plays an essential role in assessing the quality of services. Mining customers' opinions in real time becomes a promising approach to the process of capturing and deciphering customers' perception of their service experiences. Using the US higher education services as an example, this paper discusses a big data-mediated approach and system that facilitates capturing, understanding, and evaluation of their customers' perception of provided services in real time. We review such a big data based framework (Qiu et al., 2015) in support of data retrieving, aggregations, transformations, and visualizations by focusing on public ratings and comments from different data sources. An implementation with smart evaluation services is mainly presented.