摘要
用户需求知识是企业进行设计产品的依据、源头和关键。用户在产品网站内浏览、查询及提出意见时,会有意无意地留下自己对某个产品的倾向和偏好。鉴于此,文中提出了基于Web的多渠道用户需求知识获取框架,从用户浏览方式、用户对产品的查询、站内BBS和用户投诉4种渠道中获取需求信息构建用户关注度矩阵和用户满意度矩阵,给出需求指标综合计算公式;并将从多渠道获取的用户关注度和用户满意度进行融合得到用户需求矩阵,该矩阵对新产品开发具有指导意义。
Customer requirements knowledge is most important for enterprise to product design. When a customer browses some Web pages, inquiries and puts forward his opinion, his tendency and fancy of a certain product may leave. In view of this,carries out a multi - channel＇ s knowledge acquisition frame for customer requirements based on Web, and lists four channels to obtain customer require- ments in order to set up customer attention degree matrix（CA） and customer satisfaction degree matrix（CS）. The four kinds of channels are customer browsing way on webs, product inquiries of customer, BBS in website and customer＇s complaints. An algorithm is followed to synthesize the degrees of customer attention and customer satisfaction in order to get customer requirement degree matrix（CR） ,which can guide significantly in new product design process.
出处
《计算机技术与发展》
2010年第4期124-127,共4页
Computer Technology and Development
基金
国家自然科学基金(60872089)
西华大学人才培养课题(R0820208)
关键词
用户需求
WEB
多渠道
知识获取
customer requirement
Web
multi - channel
knowledge acquisition
