【摘要】：機(jī)電產(chǎn)品生產(chǎn)企業(yè)保持競爭優(yōu)勢的關(guān)鍵是向用戶提供優(yōu)質(zhì)、價(jià)廉的產(chǎn)品和服務(wù),并不斷提升用戶的滿意度,其關(guān)鍵問題是對產(chǎn)品進(jìn)行準(zhǔn)確的評價(jià),并據(jù)此對產(chǎn)品進(jìn)行有效改進(jìn)。傳統(tǒng)的產(chǎn)品及服務(wù)評價(jià)一般由領(lǐng)域?qū)＜胰斯みM(jìn)行,但領(lǐng)域?qū)＜铱赡苋狈φ鎸?shí)的用戶體驗(yàn),導(dǎo)致其對產(chǎn)品的評價(jià)并不被用戶真正認(rèn)可,最終達(dá)不到有效提升用戶滿意度的效果。隨著電子商務(wù)的迅猛發(fā)展,機(jī)電產(chǎn)品在線銷售已經(jīng)非常普及。電子商務(wù)網(wǎng)站一般都提供了用戶在線點(diǎn)評功能。大量用戶購買和使用產(chǎn)品后,所填寫的評價(jià)信息反映了用戶真實(shí)的產(chǎn)品體驗(yàn),能夠?yàn)闄C(jī)電產(chǎn)品提供高效、客觀的評價(jià)信息。因此本文提出基于在線點(diǎn)評挖掘的機(jī)電產(chǎn)品評價(jià)方法,以電子商務(wù)網(wǎng)站上的用戶在線點(diǎn)評數(shù)據(jù)作為產(chǎn)品評價(jià)的主要信息來源,通過對大量點(diǎn)評數(shù)據(jù)的挖掘來對產(chǎn)品進(jìn)行客觀和真實(shí)的評價(jià),以解決專家評價(jià)存在缺乏真實(shí)的用戶體驗(yàn)問題。本文的主要研究內(nèi)容包括：1)在確定點(diǎn)評數(shù)據(jù)的來源和分析其特點(diǎn)的基礎(chǔ)上,設(shè)計(jì)面向在線點(diǎn)評的網(wǎng)絡(luò)爬蟲來獲取用戶點(diǎn)評數(shù)據(jù),并對其進(jìn)行預(yù)處理,以滿足評價(jià)指標(biāo)體系優(yōu)化和用戶評價(jià)識別研究的需求。2)設(shè)計(jì)面向在線點(diǎn)評的評價(jià)指標(biāo)體系；基于用戶知識提出評價(jià)指標(biāo)體系優(yōu)化方法；基于評價(jià)指標(biāo)體系提出模糊模式匹配模板方法識別在線點(diǎn)評中的用戶評價(jià)。3)基于模糊綜合評價(jià),提出機(jī)電產(chǎn)品的評價(jià)框架；提出模糊綜合評價(jià)改進(jìn)方法以實(shí)現(xiàn)從不可信的在線點(diǎn)評數(shù)據(jù)中獲取可信的評價(jià)結(jié)果。4)針對模糊綜合評價(jià)方法缺乏對評價(jià)結(jié)果的具體解釋的問題,提出基于模糊認(rèn)知圖的產(chǎn)品個(gè)性化評價(jià)模型,實(shí)現(xiàn)了對評價(jià)結(jié)果的具體解釋,以及更加經(jīng)濟(jì)的可替換改進(jìn)評價(jià)指標(biāo)的推薦,以提升用戶滿意度。本文提出的基于在線點(diǎn)評的產(chǎn)品評價(jià)方法拓展了產(chǎn)品評價(jià)的廣度和深度,對產(chǎn)品評價(jià)有一定的理論指導(dǎo)意義,同時(shí)在幫助企業(yè)提升產(chǎn)品的用戶滿意度和市場競爭力方面有一定的實(shí)際意義。
[Abstract]:The key to maintain the competitive advantage of mechanical and electrical products manufacturing enterprises is to provide customers with high-quality, inexpensive products and services, and to continuously improve their satisfaction. The key problem is to evaluate the products accurately and improve the products accordingly. Traditional product and service evaluation is generally carried out manually by domain experts, but domain experts may lack real user experience, which leads to product evaluation is not really recognized by users, and ultimately it can not effectively improve the effect of user satisfaction. With the rapid development of e-commerce, mechanical and electrical products online sales have been very popular. E-commerce websites generally provide users with online comment function. After a large number of users purchase and use the products, the evaluation information filled in reflects the real product experience of the users, and can provide efficient and objective evaluation information for mechanical and electrical products. Therefore, this paper puts forward an evaluation method of electromechanical products based on online comment mining, which takes the online comment data of electronic commerce website as the main information source of product evaluation. In order to solve the problem of lack of real user experience in expert evaluation, the product is evaluated objectively and truthfully by mining a lot of comment data. The main research contents of this paper are as follows: 1) on the basis of determining the source and analyzing the characteristics of the data, a web crawler oriented to online review is designed to obtain the data and preprocess it. In order to meet the needs of the optimization of evaluation index system and the research of user evaluation identification. 2) to design an evaluation index system oriented to online evaluation, and to propose an optimization method for evaluation index system based on user knowledge. Based on the evaluation index system, the fuzzy pattern matching template method is proposed to identify the user evaluation in the online evaluation. 3) based on the fuzzy comprehensive evaluation, the evaluation framework of mechanical and electrical products is proposed. An improved fuzzy comprehensive evaluation method is proposed to obtain credible evaluation results from untrusted online evaluation data. 4) in view of the lack of concrete explanation of the fuzzy comprehensive evaluation method, A product individuation evaluation model based on fuzzy cognitive map is proposed, which realizes the concrete explanation of evaluation results and the more economical recommendation of alternative and improved evaluation index, in order to improve user satisfaction. The product evaluation method proposed in this paper based on online evaluation expands the breadth and depth of product evaluation, and has certain theoretical significance for product evaluation. At the same time, it has certain practical significance in helping enterprises to enhance customer satisfaction and market competitiveness.
【學(xué)位授予單位】：上海應(yīng)用技術(shù)學(xué)院
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：F713.36;F407.4

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