摘要
用户需求研究是企业管理战略的重要一环,融入满意度评价又是用户需求研究的关键。构建一种基于在线评论数据,结合PR-Kano模型并综合满意度评价的用户需求研究框架。以中关村在线网站手机产品在线评论数据为例,对在线评论进行主题切片及情感倾向分析,构建商品属性词典,再基于PR-Kano模型分析需求隶属度,结合回归分析计算不同需求属性对满意度影响程度,综合需求关注度根据Kano模型将需求属性进行分类分析,对每一类商品属性提出相应的针对性企业管理决策。
User demand research is an important part of enterprise management strategy,and satisfaction evaluation is crucial to user demand research.This study proposes a research framework for user demand based on online review data,combined with the PR-Kano model and comprehensive satisfaction evaluation.Taking online review data of mobile phone products from Zhongguancun Online website as an example,this study conducts topic slicing and sentiment analysis on the online reviews,constructs a product attribute dictionary,analyzes the demand membership degree based on the PRKano model,and calculates the impact of different demand attributes on satisfaction using regression analysis.The study also classifies demand attributes based on the Kano model and proposes targeted management decisions for each category of product attributes.
作者
邓俊
胡冲
DENG Jun;HU Chong(Wuhan University,430072 Wuhan Hubei)
出处
《设计艺术研究》
2023年第4期43-47,87,共6页
Design Research
