【作者】 王妍；

【导师】 冯国奇；

【作者基本信息】 东北大学 ， 管理科学与工程， 2017， 硕士

【摘要】 计算机应用技术和网络的快速发展,为人们的生活方式的转变提供了契机。目前,人们获取信息的渠道和购买产品的方式,都逐渐由线下模式转变为线上模式。同时,电子商务网站建设的日益完善,为客户提供了在线评论的平台,并由此产生了大量的评论信息。这些评论是用户在亲身经历过后的真实的感受和体会,对于生产厂商的产品优化具有重大的参考和实用价值。目前,企业的产品优化设计已经由生产者决定型转变为客户决定型,客户在产品设计方面的作用越来越重要。通过获取客户的需求信息进行产品优化设计已经成为生产厂商提高企业市场竞争力的有力手段,而在线评论为客户需求信息的获取增添了新的途径。由此可见,基于在线评论获取客户需求信息并进行产品优化设计是一个具有重要理论依据和实用价值的研究课题。本文在总结国内外关于属性提取、情感分析、客户需求和产品优化设计的文献研究基础上,完成了针对在线评论进行客户需求识别及产品优化设计的问题研究。主要从理论、方法和应用共三个层面来阐述本文的意义。首先在理论层面,通过对基于在线评论的客户需求分析和产品优化设计问题的理论和方法进行阐述,为本文研究问题奠定了理论基础。然后在方法层次方面,提出了基于在线评论的属性提取和情感分析的研究思路,为客户需求获取提供了方法的支持,并在此基础上,提出了产品优化设计的模型,确定了最优组合的方案。最后在应用层面,结合手机的优化设计给出了具体的实例分析,由此为基于在线评论的获取客户需求方面以及产品优化设计问题提供了借鉴。本文主要完成了以下研究工作:(1)提出了基于在线评论的客户需求分析的方法。本文首先对在线评论进行了提取和预处理,其次通过依存句法分析和构建情感词典的方式提取特征词和情感词对。然后对特征词和情感词分别进行人工聚类和情感计算,从而获得产品属性及其权重。最后,通过对产品属性和情感强度进行分析,转化为客户需求及其权重,用于产品的优化设计。(2)构建了产品优化设计的模型。本文在对QFD法和田口方法分析的基础上,构建了 QFD和田口集成的设计模型。首先,客户需求作为前期输入,通过质量屋,转化为产品的技术特性,并确定其相对权重,由此选择需要重点优化的质量特性。然后根据田口方法中正交实验的各个可控因素的参数水平组合方案结果,运用信噪比选择最优的参数水平组合方案。(3)给出了根据在线评论的处理结果进行客户需求识别和产品优化设计的应用。以X公司的F款手机为例,应用本文提出的方法框架对其产品进行优化设计,从而验证本文研究方法的有效性。更多还原

【Abstract】 With the rapid development of computer technology and internet,people’s life style has changed greatly.Whether the channels to get information or the way to buy products,have gradually changed to the online mode.At the same time,the electronic commerce website construction is becoming more and more perfect,which provides the platform for the customer online comment,thus produces a lot of comments.These comments are the real feelings after users experiencing,and have great reference value and practical value for the product optimization of manufacturers.At present,the enterprise’s product optimization design has changed from the decision type of producer to customer decision type,the customer’s role in product design is more and more important.Obtaining the customer’s demand information for product optimization design has become a powerful tool for manufacturers to improve the market competitiveness.Online reviews add a new approach to the acquisition of customer demand information.It can be seen that it is an important research topic of having theoretical basis and practical value to obtain the customers’demand information and make the product optimization design based on online reviews.The problems of customer requirements’identification and product optimization design based on the online reviews are profound studied based on the literature summarization about attribute extraction,sentiment analysis,customer demands and product optimization design.The purpose and significance of this thesis are reflected from the theoretical level,the method level and the application level.Firstly,on the theoretical level,the theory and method of customer demand analysis and product optimization design based on online reviews are expounded,which lays a theoretical foundation for the research of this thesis.Then at the level of method,this thesis puts forward the research route of attribute extraction and sentiment analysis based on online reviews and method support for customer requirement,then on this basis,this thesis puts forward product design optimization model to determine the optimal combination solution.Finally,in the application level,the thesis gives a specific example analysis combined with the optimization of mobile phone design,and provides a reference for the problems of obtaining customer requirements and product design optimization based on online reviews.This thesis mainly completed the following research work:(1)The method of customer demand analysis based on online reviews is provided.In this thesis,firstly,the online reviews are extracted and preprocessed.Secondly,pairs of feature words and sentiment words are extracted according to dependency parsing and emotion dictionary.Thirdly,focusing on the pairs of feature words and sentiment words,the product attributes and their emotional strength are obtained by using the feature words clustering and emotional computing.Finally,product attributes and emotional strength are transformed into the customer demands and their weights for the optimization design of the product.(2)The model of product optimization design is constructed.The integrated model of QFD and Taguchi Method method based on the combination of QFD method and Taguchi Method.Firstly,the customer demands are transformed into product technical characteristics through the quality of the house in QFD method,and characteristics of product quality,which needs to be optimized,are determined.Then the parameters of quality characteristics are determined by the orthogonal experiment of Taguchi Method,and the optimal parameter combination solution is selected by signal to noise ratio.(3)The application of customer requirements’identification and product optimization design based on online review is given.Taking the F model mobile phone of X company as an example,the proposed method framework in this thesis is used to optimize the design of the product to verify the effectiveness of the method.更多还原