基于文本情感分析的共享单车用户满意度研究
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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.
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.
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.
引文
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6谭袁.共享单车“底线竞争”问题探究及防治.价格理论与实践,2017,(3):36-40.
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9余胜威.MATLAB优化算法案例分析与应用.北京:清华大学出版社,2014.
2魏慧玲.文本情感分析在产品评论中的应用研究[硕士学位论文].北京:北京交通大学,2014.
3徐勇,张慧,陈亮.一种基于情感分析的UGC模糊综合评价方法——以淘宝商品文本评论UGC为例.情报理论与实践,2016, 39(6):64-69.
4吴江,周露莎,刘冠君,等.基于LDA的可穿戴设备在线评论主题挖掘研究.信息资源管理学报,2017, 7(3):24-33.
5李勇敢,周学广,孙艳,等.中文微博情感分析研究与实现.软件学报,2017, 28(13):3183-3205.
6谭袁.共享单车“底线竞争”问题探究及防治.价格理论与实践,2017,(3):36-40.
7黄国清,陈雪.基于情景感知与UTAUT的共享单车使用意愿研究.消费经济,2017, 33(3):62-68, 16.
8田久乐,赵蔚.基于同义词词林的词语相似度计算方法.吉林大学学报(信息科学版),2010,28(6):602-608.[doi:10.3969/j.issn.1671-5896.2010.06.011]
9余胜威.MATLAB优化算法案例分析与应用.北京:清华大学出版社,2014.