基于行为的Web用户满意模型  

Behavior-based Web user satisfaction model

作　　者：张凌华[1] 张莉[1] LEW Philip 王守信[1] 

机构地区：[1]北京航空航天大学计算机科学与技术系,北京100191

出　　处：《计算机应用研究》2010年第5期1802-1805,1812,共5页Application Research of Computers

基　　金：国家重点基础研究发展计划(2007CB310803);国家重大研究计划“可信软件基础研究”(90818017)

摘　　要：在激烈的商业竞争中,努力使得用户满意是企业成功的根本保证之一。分析用户对产品以及服务的满意情况对产品的改进具有直接推动作用,但是在复杂多变的网络环境下,基于用户主观打分的满意分析方法和理论在时效性及灵活性上存在不足。提出了一个基于行为的Web用户满意模型,以Web访问日志为数据来源,通过分析用户的访问行为来研究用户的客观满意。此模型针对分析对象实时获取、分析用户的访问信息和客观满意情况,保证了较好的时效性和灵活性。In the severe competition environment, striving to make users satisfied is one of the fundamental guarantees for success of enterprises. Well analyzed user satisfaction could support improving products and service. However, because of the limitations caused by data acquisition methods, existing satisfaction analysis methods can not meet the flexibility and timeliness needs of Web user satisfaction analysis very well. This paper developed a behavior-based Web user satisfaction model （BWUSM）. Based on Web access log, this model analyzed user satisfaction from a behavior point of view, which kept good timeliness and flexibility.

关 键 词：用户满意 用户行为 WEB访问日志 

分 类 号：TP393[自动化与计算机技术—计算机应用技术]