基于网络论坛文本挖掘的笔记本电脑满意度研究

Study on laptop satisfaction degree via text mining based on network forum

不同于以往的满意度模型中头脑风暴和问卷调研等手段建立指标体系的思路,以大量掩埋和分布在各个网络平台中的评论信息为基础,通过文本挖掘手段分析消费者对笔记本电脑重点关注的角度和内容,确立评价指标体系;基于Formell模型,使用多元回归方法,建立了笔记本电脑满意度模型。该研究过程基于消费者的真实感受,提炼出了消费者对笔记本电脑最为关注的优势属性和缺陷属性,帮助产品制造商全面、准确地了解消费者的需求和心理期望。同时,满意度模型有助于消费者和制造商对笔记本电脑的满意度进行综合测算、比较和选择。

Different from the past satisfaction model based on the idea of establishing index system via brainstorms and questionnaire surveys, this study is built on a large number of comment information that is buried and distributed in various network platforms and tries to analyze what aspects and content the customers concern about laptops by means of text mining tools in order to establish the evaluation system. Using the multivariate regression method, we found the laptop satisfaction model based on Formell model. On account of consumers′ true feelings, the advantages and defects which customers concern most about laptops can be extracted in order to help product manufacturers to understand the demand and psychological expectations of customers comprehensively and accurately. At the same time, the satisfaction model will contribute to the comprehensive calculation and comparison of the satisfaction on laptops by both consumers and suppliers.