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。

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.

目錄
第1章 緒論	1
1.1 研究動機與目的	1
1.2 研究架構	4
第2章 文獻探討	5
2.1 意見單元定義	5
2.2 意見探勘系統	8
2.2.1 英文意見探勘系統	8
2.2.2 中文意見探勘系統	15
2.3 口碑行銷與網路口碑	17
第3章 研究方法	19
3.1 系統設計	19
3.1.1 自動排程設定	20
3.1.2 監控規格設定	21
3.1.3 負面文章分析介面	24
3.1.4 報表分析設定	28
3.2 意見元素新增管理介面	36
3.2.1 「意見詞標記」演算法	36
3.2.2 「斷詞斷字」演算法	38
3.2.3 「OP+OP」演算	40
3.2.4 「OP不OP」演算法	41
3.2.5 「OP+"了"」演算法	41
3.2.6 「OP+名詞」演算法	42
第4章 實驗結果與分析	44
4.1 電信分析	44
4.1.1 電信分析四大面向	44
4.1.2 五大電信業者整體比較	45
4.2 電信分析四大面向	54
4.2.1 面向一：上網速度探討	54
4.2.2 面向二：收訊品質探討	62
4.2.3 面向三：服務品質探討	66
4.2.4 面向四：價格的探討	71
4.3 異常評價分析	77
第5章 結論	87
參考文獻	89
附錄A 英文論文	94
 
圖目錄
圖1  Opinion Observer的比較畫面	9
圖2  人工標註系統畫面	10
圖3  WebFountain GUI經過意見分析後的產品比較圖	11
圖4  WebFountain可以讓使用者選擇產品以及來源	11
圖5  ReMiner在手機上根據特徵分類(Common圖)	12
圖6  Special圖	13
圖7  Cloud圖	14
圖8  Categories圖	14
圖9  CopeOpi使用者選擇畫面	16
圖10  各個時間趨勢	16
圖11  包含主題的文章	16
圖12  可選擇有關的電影以及特徵,並且知道正負傾向評論等級	17
圖13  系統功能介面	19
圖14  自動排程設定圖	20
圖15  排程時間設定圖	21
圖16  文章自動更新作業記錄查詢介面	21
圖17  監控規格設定主介面圖	21
圖18  監控規格設定條件介面圖	22
圖19  監控規格新增介面圖	23
圖20  監控規格條件選擇介面圖	23
圖21  監控結果查詢主介面圖	25
圖22  監控結果查詢明細資料介面圖	26
圖23  瀏覽文章介面圖	26
圖24  負面文章查詢主介面圖	27
圖25  負面文章發文者查詢主介面圖	28
圖26  Topic分析介面圖	29
圖27  Topic分析種類選擇圖	30
圖28  Topic分析選擇Topic圖	30
圖29  Topic分析選擇資料區間圖	31
圖30  Topic分析結果圖	31
圖31  Feature/產品分析介面圖	32
圖32  Feature/產品分析選擇Feature介面圖	33
圖33  Feature/產品分析結果圖	33
圖34  異常評價分析介面圖	34
圖35  異常評價分析結果圖	34
圖36  雷達圖分析介面圖	35
圖37  雷達圖分析結果圖	36
圖38  「意見詞標記」演算法編輯介面圖	37
圖39  意見詞與Feature關聯編輯介面圖	38
圖40  斷詞斷字找OP/N介面圖	39
圖41  意見詞(或名詞)與Feature對應關係編輯介面圖	39
圖42  OP+OP結果編輯介面圖	40
圖43  OP+"了"編輯介面圖	42
圖44  OP+名詞編輯介面圖	42
圖45  意見元素新增管理執行完畢訊息圖	43
圖46  五大電信業者討論文章數及比例2011-11~2013-02	46
圖47  五大電信業者討論文章數及比例2013-03~2014-04	46
圖48  五大業者文章評價分析折線圖2011-11~2013-02	48
圖49  五大業者文章評價分析折線圖2013-03~2014-04	48
圖50  五大業者文章評價分析折線圖(更改後)2011-11~2013-02	53
圖51  中華、遠傳、台灣大哥大【上網速度】文章評價分析2011-11~2013-02	57
圖52  中華、遠傳、台灣大哥大【上網速度】文章評價分析2013-03~2014-04	57
圖53  中華、遠傳、台灣大哥大【收訊品質】文章評價分析2011-11~2013-02	63
圖54  中華、遠傳、台灣大哥大【收訊品質】文章評價分析2013-03~2014-04	64
圖55  中華、遠傳、台灣大哥大【服務品質】文章評價分析2011-11~2013-02	68
圖56  中華、遠傳、台灣大哥大【服務品質】文章評價分析2013-03~2014-04	69
圖57  NCC查詢各大業者費率資料圖	72
圖58  中華、遠傳、台灣大哥大【價格】文章評價分析2011-11~2013-02	74
圖59  中華、遠傳、台灣大哥大【價格】文章評價分析2013-03~2014-04	74
圖60  三星相關討論文章暴衝圖(資料來源：0pView研究團隊)	80
圖61  網路寫手提供Samsung三星【Note 2】手機厚度圖(資料來源：Mobile01網站資料)	81
圖62  網路寫手提供HTC宏達電【DNA】手機厚度圖(資料來源：Mobile01網站資料)	81
圖63  收訊品質異常分析(直線圖) 2013年04月	83
圖64  收訊品質異常分析(直線圖) 2013年05月	83
圖65  收訊品質異常分析(直線圖) 2013年06月	84
圖66  收訊品質異常分析(直線圖) 2013年07月	84
 
表目錄
表 1 意見元素	6
表 2 評估方式	45
表 3 五大電信業者討論文章總數	46
表 4 亞太2012年06月正面評價	49
表 5 遠傳2012年02月負面評價	50
表 6 遠傳2013年10月正面評價	51
表 7 亞太2013年10月負面評價	52
表 8 五大業者評價最高與最低分析	53
表 9 中華電信2012年06月上網速度【正面】評價	58
表 10 遠傳電信2012年05月上網速度【負面】評價	59
表 11 遠傳電信2013年10月上網速度【正面】評價	60
表 12 中華、台灣大2013年12月、2014年月 上網速度【負面】評價	61
表 13 遠傳電信上網速度評價分析	61
表 14 遠傳電信2012年06月【收訊品質】正面評價	64
表 15 中華電信2012年02月【收訊品質】負面評價	65
表 16 中華電信2013年11月【收訊品質】正面評價	65
表 17 台灣大哥大2013年08月【收訊品質】負面評價	66
表 18 中華、遠傳電信2012年06月【服務品質】正面評價	69
表 19 中華電信2012年07月【服務品質】負面評價	70
表 20 遠傳電信2013年08月【服務品質】正面評價	70
表 21 中華、遠傳電信2013年09、12月【服務品質】負面評價	71
表 22 中華、遠傳電信2013年01月【價格】正面評價	75
表 23 中華電信2012年07月【價格】負面評價	75
表 24 中華電信2013年12月【價格】正面評價	76
表 25 台灣大哥大2013年04月【價格】負面評價	77
表 26 費率評價最高表	77
表 27 網路寫手工作回報表(資料來源：Mobile01網友提供鵬泰公司內部資料)	79
表 28 ID：seanastin2013年05與2013年07發表評論表	85

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