Multidimensional Service Quality Scoring System

TL;DR

This paper introduces the Multidimensional Service Quality Scoring System (MSQs), a review-based method for quantifying Airbnb host service quality through a three-pipeline process, demonstrated in a case study.

Contribution

It presents a novel review-based scoring system for service quality assessment, detailing its technical implementation and application in Airbnb listings.

Findings

MSQs effectively quantifies service quality from reviews.

The system comprises three main processing pipelines.

Demonstrated in a real-world Airbnb case study.

Abstract

This supplementary paper aims to introduce the Multidimensional Service Quality Scoring System (MSQs), a review-based method for quantifying host service quality mentioned and employed in the paper Exit and transition: Exploring the survival status of Airbnb listings in a time of professionalization. MSQs is not an end-to-end implementation and is essentially composed of three pipelines, namely Data Collection and Preprocessing, Objects Recognition and Grouping, and Aspect-based Service Scoring. Using the study mentioned above as a case, the technical details of MSQs are explained in this article.