MODELLING CONSUMER SATISFACTION BASED ON ONLINE REVIEWS USING THE IMPROVED KANO MODEL FROM THE PERSPECTIVE OF RISK ATTITUDE AND ASPIRATION
提出一种基于在线评论的消费者满意度建模方法，利用改进的Kano模型从风险态度和期望视角识别产品属性类型，并构建量化满意度函数，为酒店服务改进提供客观建议。
With the development of e-commerce, an increasing number of online reviews can serve as a promising data source for enterprises to improve online products. This paper proposes a method for modelling consumer satisfaction based on online reviews using the improved Kano model from the perspective of risk attitude and aspiration. Firstly, the attributes concerned by consumers are extracted from online reviews, and sentiment analysis of the extracted attributes is carried out using Standford CoreNLP. Secondly, to identify the types of product attributes, an improved Kano model is proposed based on the effects of product attributes on consumer total utility. On this basis, different attribute types are illustrated from the perspective of risk attitude. Then, the consumer aspirations are mined based on the risk attitudes of different attributes and the attribute impact on consumer satisfaction. According to the risk attitudes and aspirations of different attributes, the quantified satisfaction functions are constructed to provide more objective and accurate improvement suggestions. Finally, the proposed method is applied to the hotel service improvement to illustrate the effectiveness.