基于在线评论的用户满意度评价研究  

Study on User Satisfaction Evaluation Based on Online Comment

作　　者：赵宇晴[1] 阮平南[1] 刘晓燕[1] 单晓红[1] Zhao Yuqing;Ruan Pingnan;Liu Xiaoyan;Shan Xiaohong(School of Economics and Management,Beijing University of Technology,Bejing 100124)

机构地区：[1]北京工业大学经济与管理学院,北京100124

出　　处：《管理评论》2020年第3期179-189,共11页Management Review

基　　金：北京市教育委员会科研计划一般项目(011000547217006).

摘　　要：用户满意度是产品价值实现程度的重要衡量标准,在线评论是用户需求表达的重要渠道。为准确把握市场需求,提升企业产品研发效率,提出一种基于在线评论数据获取用户需求信息并实现用户满意度评价的方法。首先使用基于模糊理论的Kano模型对在线评论中提取的用户需求进行分类,并与情感分析结合构建需求-满意度量化模型,实现了用户满意度定量评价。该方法基于用户需求类型的视角进行用户满意度评价,实现了客观的用户需求获取及需求实现程度的测量,并结合不同需求类型的特征和用户满意度情况确定产品研发和改进的优先级。最后以小米5手机为例验证了该方法的可行性和创新性。User satisfaction is an important measure of the realization of product value.Online comment is an important channel to ex-press user demand.In order to accurately grasp market demand and improve the efficiency of product development,this paper proposes amethod to obtain user demand and evaluate user satisfaction based on online commentary data.Firstly,the user demand extracted fromonline comment are classified using Kano model based on fuzzy theory,then emotional analysis is introduced to build a demand-satisfac-tion quantification model to achieve a quantitative evaluation of user satisfaction.This method evaluates user satisfaction based on the per-spective of the type of user demand and achieves objective user demand acquisition as well as the measurement of demand realization.The priorities of product development and improvement are determined according to the characteristics of different types of demand anduser satisfaction.Finally,the example of millet 5 mobile phone verifies the feasibility and innovation of this method.

关 键 词：在线评论 用户满意度 用户需求 KANO模型 情感分析 

分 类 号：TP3[自动化与计算机技术—计算机科学与技术]