Study on User Satisfaction Evaluation Based on Online Comment

Abstract

Abstract:

User satisfaction is an important measure of the realization of product value. Online comment is an important channel to express user demand. In order to accurately grasp market demand and improve the efficiency of product development, this paper proposes a method to obtain user demand and evaluate user satisfaction based on online commentary data. Firstly, the user demand extracted from online comment are classified using Kano model based on fuzzy theory, then emotional analysis is introduced to build a demand-satisfaction quantification model to achieve a quantitative evaluation of user satisfaction. This method evaluates user satisfaction based on the perspective of the type of user demand and achieves objective user demand acquisition as well as the measurement of demand realization. The priorities of product development and improvement are determined according to the characteristics of different types of demand and user satisfaction. Finally, the example of millet 5 mobile phone verifies the feasibility and innovation of this method.

Key words: online comment, user demand, user satisfaction, Kano model, emotional analysis

Zhao Yuqing, Ruan Pingnan, Liu Xiaoyan, Shan Xiaohong. Study on User Satisfaction Evaluation Based on Online Comment[J]. , 2020, 32(3): 179-189.

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