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计算机系统应用:2019,28(1):222-227
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基于文本情感分析的共享单车用户满意度研究
(华东交通大学 经济管理学院, 南昌 330013)
Study on Customer Satisfaction of Shared Bicycle Based on Textual Emotional Analysis
(School of Economics and Management, East China Jiaotong University, Nanchang 330013, China)
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投稿时间:2018-07-05    修订日期:2018-07-27
中文摘要: 随着互联网的发展,网络口碑以用户评论真实客观的优点逐渐替代了传统的口碑,本文利用文本挖掘的方法研究用户满意度.首先,利用LDA模型建立用户满意度结构模型;然后,基于依存句法抽取语句情感标签,将HowNet情感词典与语义相似度算法相结合来识别语句情感倾向;最后,利用模糊综合评价法分析用户满意度.以摩拜为例,研究表明:从整体看,"摩拜"单车的用户满意度较高.但是,单车所需支付押金高、押金退还不及时,故障车多、软件定位精确度低等现象影响"摩拜"用户满意度的提升.
Abstract:In this study, we use the method of textual emotion analysis to study the user satisfaction. First of all, we use the LDA model to establish the structure model of the user satisfaction. Then, the emotion tag of sentence is extracted based on dependency parsing technology, and the HowNet sentiment dictionary is combined with the semantic similarity algorithm to identify the sentiment tendency of the sentence. Finally, the fuzzy comprehensive evaluation method is used to study the user satisfaction. Taking Mobike for example, the research shows that the user satisfaction of Mobike bicycle is higher as a whole. However, the following phenomenon affects the improvement of customer satisfaction of Mobike, namely, required deposit is high, deposit refund is not timely, fault car is more, and the accuracy of positioning software is low.
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基金项目:江西省研究生创新(2017年)计划项目(YC2017-S264)
引用文本:
冒小栋,范涛.基于文本情感分析的共享单车用户满意度研究.计算机系统应用,2019,28(1):222-227
MAO Xiao-Dong,FAN Tao.Study on Customer Satisfaction of Shared Bicycle Based on Textual Emotional Analysis.COMPUTER SYSTEMS APPLICATIONS,2019,28(1):222-227

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