Combining different evaluation systems on social media for measuring user satisfaction
作者：
Highlights：
• User satisfaction is often evaluated on social media both with ratings and written reviews.
• A strategy for combining the different sources of available data is here proposed.
• Incorporating review polarity in the rating improved the evaluation, moving from an ordinal scale to a continuous scale.
• The new measure has a finer granularity and is more informative, also enabling the reviews to be ranked.
摘要
•User satisfaction is often evaluated on social media both with ratings and written reviews.•A strategy for combining the different sources of available data is here proposed.•Incorporating review polarity in the rating improved the evaluation, moving from an ordinal scale to a continuous scale.•The new measure has a finer granularity and is more informative, also enabling the reviews to be ranked.
论文关键词：Social media,Sentiment analysis,Rating,Knowledge management
论文评审过程：Received 24 July 2017, Revised 8 February 2018, Accepted 21 April 2018, Available online 1 May 2018, Version of Record 1 May 2018.
论文官网地址：https://doi.org/10.1016/j.ipm.2018.04.009
