利用中文意見探勘系統應用於電信公司口碑比較之研究

Research of Compare Telecom Marketing by Using Chinese Opinion Mining System

林炳志(Pin-Chih Lin)

指導教授 ： 蔣璿東

淡江大學/工學院/資訊工程學系碩士在職專班/碩士(2014年)

https://doi.org/10.6846/TKU.2014.00032

摘要

隨著3G網路通訊進入4G網路通訊時代的來臨，在第三類行動通訊用戶從2011年03月1934萬戶至2014年03月增加到2543萬戶，三年總共成長609萬戶。也隨著電信的行動上網品質與手機多元化功能服務的提升，消費者對於通訊品質就變成非常注的看重。因此台灣各大電信業者不斷提升服務來吸引換合約的消費者。使用者的過往經驗已成為消費者參考指標之ㄧ，而資訊都皆可在網路上的各大討論平台獲取，例如:個人部落格、PTT、網路論壇等等。在未來服務品質口碑的維護與改善，將成為電信業者重視的一環。現在消費者遇到查詢口碑時候就非常耗時間與體力，因為網路上參考資訊量是非常龐大。消費者在人工模式要從龐大的資料中找尋，來判斷所有資料是否需要，不僅非常費工也會找到太多不具有參考價值的評論資訊。為了提高效率電信業者在消費者對口碑的評價反應之後，在未來的上網速度、服務品質、收訊品質、價格等四大面是否有更近一步的改善。本研究是以長時間追蹤方式，並以先前系統分析的文章結果做比較，而先前研究結果是從Mobile01論壇擷取前系統分析2011年11月至2013年02月共16個月資料(許喬安,2013)，與此次2013年3月至2014年04月共14個月電信評論的內容擷取，探討研究與之結果判定電信公司對於品質，是否有持續提供更完善服務的改善。

關鍵字

意見探勘 ； 口碑分析

並列摘要

Bringing 3G into the 4G network communications era, the third-category mobile telecommunication users increased from 19.34 million in March 2011 to 254.3 million in March 2014, a total increase of 6.09 million in 3 years. With the improved mobile Internet quality and diversified features of mobile phones, consumers now highly value telecommunications quality. Hence, major telecommunications operators continue to upgrade services to attract contract renewal consumers. Past experiences of users have become one of the consumers’ reference indicators, while information is available in major discussion platforms, such as personal blogs, PTT, Internet forums, and so on. In the future, the maintenance and improvement of service quality word-of-mouth will become an important part valued by telecommunications operators. Consumers’ word-of-mouth queries are time-consuming and laborious because the Internet has a very large amount of reference information. Consumers must manually search from the extensive data to determine whether information is needed. It is not only laborious, but also lacks comment information that has reference value. In order to enhance efficiency, telecommunications operators that react to consumers’ word-of-mouth ratings should further make improvement in four dimensions: Internet speed, service quality, reception quality, and price. This study was conducted through long-term tracking and compared articles pertaining to analysis of previous systems. As for the previous research results, Mobile01 Forum was used to extract analysis of previous systems. A total of 16 data entries from November 2011 to February 2013 and 14 entries of communications comment contents from March 2013 to April 2014 were extracted to discuss the research results and determine whether telecommunications companies continued to make improvement in order to provide more comprehensive services.

並列關鍵字

Opinion Mining ； MouthMarketing

參考文獻

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