基于情感分析与LDA模型的在线用户满意度影响因素研究

Research of Influence Factors of Online Customers’ Satisfaction Based on Sentiment Analysis and LDA Model

电子商务的迅速发展使得用户满意度分析的重要性日益凸显,传统的用户满意度分析大部分基于认知理论,且难以适应复杂的语言环境.针对此问题,提出一种基于情感分析及LDA模型的在线用户购买满意度影响因素挖掘方法.首先对在线用户的评论文本进行情感极性分析确定用户情绪极性,通过语义网分析提取评论数据中影响用户满意度的因素指标,利用词频分析以及LDA主题模型,确定及验证用户满意度最重要的影响因素,最后,通过京东网苹果手机商品的评论数据验证方法的有效性.

This study proposes a method of mining online users impact factors based on the LDA model and sentiment analysis. Firstly, the user's emotional polarity is determined by sentiment analysis. Secondly, the factors that influence the customer satisfaction are extracted by semantic network analysis, and then word frequency analysis and LDA topic model are used to verify and validate the most important factors affecting customer satisfaction. At last, the data of customers’ satisfaction in Jingdong Mall are used to check the validation.