基于KANO-IPA模型的用户满意度分析——以人机交互体验的智能个人助理产品的在线评论为例
Users Satisfaction Analysis Based on KANO-IPA Model——Taking Online Review of Intelligent Personal Assistant Product in Human-computer Interaction as An Example
蒋昀霖 1夏志杰1
作者信息
- 1. 上海工程技术大学管理学院,上海 201620
- 折叠
摘要
通过在线评论这一用户表达需求的重要渠道,可以识别和评估产品或服务对用户满意度的影响,进而为企业提供改进产品或服务的启示.将KANO-IPA模型和数据挖掘技术相结合,综合挖掘用户满意度和产品属性的重要性.首先,对用户的在线评论进行数据挖掘,利用BERTopic进行主题建模,以此构建属性-情感词典;其次,将产品属性映射到KANO-IPA模型,对属性进行分类,并确定用户对各属性的偏好和优先级;最后,以人机交互中的智能个人助理产品为例,分析产品对用户需求的优先级.结果表明,针对不同用户需求提出差异性优化建议,对产品的改进与提升具有重要意义.
Abstract
Online reviews are important channels for users to express their needs,and it can also identify and evaluate the impact of products or services on user satisfaction,and then provide inspiration for enterprises to improve them.This paper proposed the KANO-IPA model,which can comprehensively explore the importance of user satisfaction and product attributes.First,data mining of online reviews was carried out,and topic modeling was conducted by using BERTopic to build attribute-emotion dictionary.Second,product attributes are mapped to the KANO-IPA model,attributes are classified,and users'preferences and priorities for each attribute are de-termined.Finally,taking the intelligent personal assistant product in human-computer interaction as an example to analyze,the priority of the product to the user's needs is analyzed.The research shows that it is of great significance to put forward optimization suggestions according to different user needs for product improvement and promotion.
关键词
在线评论/KANO-IPA模型/数据挖掘/满意度分析Key words
online reviews/KANO-IPA model/data mining/satisfaction analysis引用本文复制引用
基金项目
国家社会科学基金一般项目(21BGL243)
上海市社科规划一般课题(2020BGL005)
出版年
2024
NETL
NSTL
万方数据