在线评论视角下App服务的用户满意度分析  

Customer Satisfaction Analysis of App Services based on the Online Comments

作　　者：汪祖柱[1] 谢悦芸 WANG Zuzhu;XIE Yueyun(Management School, Anhui University, Hefei 230601, China)

机构地区：[1]安徽大学管理学院,合肥230601

出　　处：《成都工业学院学报》2017年第4期21-26,共6页Journal of Chengdu Technological University

基　　金：国家社科基金项目(16BTQ053);安徽大学2016年省级大学生创新实验项目资助(201610357294)

摘　　要：以"墨墨背单词""百词斩"和"扇贝单词"三个英语背单词App为研究对象,通过对社交媒体上相关App用户的在线评论文本的情绪挖掘,从中发现用户使用这些App所关注的属性信息及其情感极性,并以VIKOR多属性决策方法分析用户对于使用App所关注的各个属性的满意程度。研究表明:用户关注属性的程度从大到小依次为实用、效率、易用、经济、美观,"墨墨背单词"实用和效率属性较好,"百词斩"和"扇贝单词"的用户满意度有待提高。With the rapid dissemination of mobile services, more and more learners are reading and learning conveniently through App. Therefore, enhancement of customer satisfaction has emerged as a core issue for mobile software service providers. In this paper, three App using for reciting English words was taken as the object of study, and the attribute information the customers are interested in and the emotional polarity were found through mining the online reviews of these three App customers on Social media. Then the satisfaction degree of each attribute the customers are concerned with was analyzed by using VIKOR multiple attribute decision model. Research results show that the degree customers concern to attributes are sorted from strong to weak is practical, efficient, easy to use, economic, and beautiful, and the practical and efficient attributes of ＂Ink Recite words＂ is better, and the customer satisfaction of ＂Hundred words cut＂ and ＂Scallop word＂ needs to be improved.

关 键 词：用户满意度 在线评论 情感分析 多属性决策 

分 类 号：TP391[自动化与计算机技术—计算机应用技术]