收稿日期: 2016-09-02
修回日期: 2016-11-16
网络出版日期: 2016-12-05
An Empirical Study on IWOM Monitoring and Evaluation of Public Opinion Based on Fuzzy Inference of Affective Membership Degree——A Case Study of Online Reviews on the Mobile Phone Brand
Received date: 2016-09-02
Revised date: 2016-11-16
Online published: 2016-12-05
[目的/意义]针对中文网络客户评论，从消费者真实购买体验的网络平台上抓取在线评论信息，构建基于在线评论情感隶属度模糊推理的网络口碑监测评估方法，有助于企业实时监控网络口碑舆情。[方法/过程]以美国消费者满意度模型（ACSI）为基础，从感知质量、感知价值、感知期望和感知情感4个属性方面构建在线评论网络口碑监测评估模型，结合情感隶属度模糊推理算法，从数据准备、情感分析和网络口碑舆情监测评估3个研究阶段，通过模糊推理系统设定计算规则，采用Mamdani方法对网络口碑舆情进行监测评估。[结果/结论]以亚马逊手机品牌在线评论为例进行实例验证，提出的基于情感隶属度模糊推理的网络口碑舆情监测评估方法得到较好的实验检验效果，可以为在线产品的网络口碑舆情监测评估提供信息决策。
张艳丰 , 李贺 , 彭丽徽 , 陈远方 . 基于情感隶属度模糊推理的网络口碑舆情监测评估实证研究——以手机品牌在线评论数据为例[J]. 图书情报工作, 2016 , 60(23) : 119 -127 . DOI: 10.13266/j.issn.0252-3116.2016.23.015
[Purpose/significance] According to Chinese customer reviews on the Internet, grabbing online reviews information from network platform with consumers' real-word experience,this paper builds online sentiment membership IWOM monitoring and evaluation model and system based on fuzzy inference to help enterprise monitor real-time IWOM. [Method/process] Based on the U.S. consumer satisfaction model (ACSI), model of online reputation monitoring and evaluation is built from the aspects of perceived quality, perceived value, perceived expectations and perception of emotional four attributes. Combined with the emotion fuzzy reasoning algorithm from data preparation,emotion analysis and word-of-mouth network public opinion monitoring and evaluation three study phases, by setting the fuzzy inference system calculation rules, it uses Mamdani method to monitor and evaluate word-of-mouth network public opinion. [Result/conclusion] Taking mobile phone brand online reviews on Amazon as an example, network public opinion monitoring and evaluation method based on fuzzy inference of affective membership degree obtains good results of experiment test, which can provide information for decision-making of network public opinion monitoring and evaluation of online product.
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