淡江大學覺生紀念圖書館 (TKU Library)
進階搜尋


系統識別號 U0002-3007201411001300
中文論文名稱 利用中文意見探勘系統應用於口碑行銷 (以Toyota汽車為例)
英文論文名稱 Mouth Marketing by Using Chinese Opinion Mining System (A Case Study on Toyota)
校院名稱 淡江大學
系所名稱(中) 資訊工程學系碩士在職專班
系所名稱(英) Department of Computer Science and Information Engineering
學年度 102
學期 2
出版年 103
研究生中文姓名 陳志忠
研究生英文姓名 Chih-Chung Chen
學號 701410218
學位類別 碩士
語文別 中文
第二語文別 英文
口試日期 2014-06-19
論文頁數 79頁
口試委員 指導教授-蔣璿東
委員-王鄭慈
委員-蔣璿東
委員-葛煥昭
中文關鍵字 意見探勘  口碑分析 
英文關鍵字 Opinion Mining  Mouth Marketing 
學科別分類 學科別應用科學資訊工程
中文摘要 本研究蒐集Mobile 01論壇汽車領域中的TOYOTA 評論文章,針對車商各車款的相關評論,將評論文章匯入中文意見探勘系統,並將得到的數據再加以分析。此次本系統新增自動排程功能及負面意見即時監控功能,系統可自動啟動收集文章並利用現有詞庫進行分析以即時獲得初步分析結果,也能即時對負面意見進行追蹤管理,並能即時對負面意見進行追蹤管理。接著繪製統計圖表,藉由圖表解讀:各車款最受歡迎及最不受歡迎的原因。本研究的主要目的為:1.透過分析的結果,呈現車商的口碑狀況,並指出使用者對各車款在維修、配備、保養等面向中重視的問題為何。2.利用本系統的自動排程功能及負面意見即時監控功能,讓車商在面對負面評價時,可以做為改善客戶關係的參考。
英文摘要 This study collected the Mobile 01 Forum cars TOYOTA in review articles, car dealers car reviews, commentaries into the Chinese mining system, and data analysis. The system added an automatic scheduling function and negative views of real-time monitoring capabilities, the system can automatically start collecting articles and analyses using existing thesaurus to obtain preliminary findings, can also keep track of negative opinions in real time management, and real-time track management to negative comments. Then draw charts, through the interpretation of charts: various models of the most popular and most unpopular causes. The main objective of this study was to: 1. Through the analysis of the results, showing car dealer's word of mouth, and pointed out that the user viewed the vehicle repair, equipment and maintenance of value-oriented issues. 2. Use of the system's automatic scheduling function and negative views of real-time monitor function, let car dealers in the face of negative evaluation, can be used as reference for improving customer relations.
論文目次 目錄
第一章 緒論 1
1.1 研究動機與目的 1
1.2 研究架構 2
第二章 文獻探討 3
2.1 意見單元定義 3
2.2 意見探勘系統 7
2.2.1 英文意見探勘系統 7
2.2.2 中文意見探勘系統 13
2.3 口碑行銷與網路口碑 17
第三章 研究方法 18
3.1 系統設計 18
3.1.1 中文意見探勘系統之功能介面 18
3.1.2 自動排程設定 19
3.1.3 監控規格設定 20
3.1.4 負面文章分析介面 23
3.1.5 報表分析設定 27
3.2 意見元素新增管理介面 35
3.2.1 「意見詞標記」演算法 35
3.2.2 「斷詞斷字」演算法 37
3.2.3 「OP+OP」演算法 38
3.2.4 「OP不OP」演算法 39
3.2.5 「OP+"了"」演算法 39
3.2.6 「OP+名詞」演算法 41
第四章 實驗結果與分析 42
4.1 即時監控分析 43
4.2 面向分析 47
4.2.1 面向一:維修 50
4.2.2 面向二:保養 52
4.2.3 面向三:配備 55
第五章 結論 58
參考文獻 59
附錄-英文論文 65

圖目錄
圖 1 OPINION OBSERVER的比較畫面 8
圖 2 人工標註系統畫面 8
圖 3 WEBFOUNTAIN GUI 經過意見分析後的產品比較圖 9
圖 4 WEBFOUNTAIN可以讓使用者選擇產品以及來源 10
圖 5 REMINER在手機上根據特徵分類(COMMON圖) 11
圖 6 SPECIAL圖 12
圖 7 CLOUD圖 12
圖 8 CATEGORIES圖 13
圖 9 COPEOPI使用者選擇畫面 14
圖 10 各個時間趨勢 14
圖 11 包含主題的文章 15
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 16
圖 13 系統功能介面 18
圖 14 自動排程設定圖 19
圖 15 排程時間設定圖 20
圖 16 文章自動更新作業記錄查詢介面 20
圖 17 監控規格設定主介面圖 20
圖 18 監控規格設定條件介面圖 21
圖 19 監控規格新增介面圖 22
圖 20 監控規格條件選擇介面圖 22
圖 21 監控結果查詢主介面圖 23
圖 22 監控結果查詢明細資料介面圖 24
圖 23 瀏覽文章介面圖 25
圖 24 負面文章查詢主介面圖 26
圖 25 負面文章發文者查詢主介面圖 27
圖 26 TOPIC分析介面圖 28
圖 27 TOPIC分析種類選擇圖 28
圖 28 TOPIC分析選擇TOPIC圖 29
圖 29 TOPIC分析選擇資料區間圖 29
圖 30 TOPIC分析結果圖 30
圖 31 FEATURE/產品分析介面圖 30
圖 32 FEATURE/產品分析選擇FEATURE介面圖 31
圖 33 FEATURE/產品分析結果圖 31
圖 34 異常評價分析介面圖 32
圖 35 異常評價分析結果圖 33
圖 36 雷達圖分析介面圖 33
圖 37 雷達圖分析結果圖 34
圖 38 「意見詞標記」演算法編輯介面圖 35
圖 39 意見詞與FEATURE 關聯編輯介面圖 36
圖 40 斷詞斷字找OP/N介面圖 37
圖 41 意見詞(或名詞)與FEATURE對應關係編輯介面圖 38
圖 42 OP+OP結果編輯介面圖 38
圖 43 OP+"了"編輯介面圖 40
圖 44 OP+名詞編輯介面圖 41
圖 45 意見元素新增管理執行完畢訊息圖 41
圖 46 自動監控結果圖 43
圖 47 監控結果查詢明細資料圖 44
圖 48 瀏覽文章圖 45
圖 49 負面文章查詢結果圖 46
圖 50 負面文章發文者統計圖 46
圖 51 TOYOTA汽車各車款的討論文章數及所占比例 48
圖 52 TOYOTA汽車各車款的正負評價的評價圖 49
圖 53 雷達圖分析結果圖 50
圖 54 TOYOTA汽車各車款在維修面向的評價圖 51
圖 55 TOYOTA汽車各車款在保養面向的評價圖 53
圖 56 TOYOTA汽車各車款在配備面向的評價圖 56

表目錄
表 1 意見元素 4
表 2 TOYOTA汽車各車款在維修面向的部分正面評價段落 52
表 3 TOYOTA汽車各車款在維修面向的部分負面評價段落 52
表 4 TOYOTA汽車各車款在保養面向的部分正面評價段落 54
表 5 TOYOTA汽車各車款在保養面向的部分負面評價段落 55
表 6 TOYOTA汽車各車款在配備面向的部分正面評價段落 57
表 7 TOYOTA汽車各車款在配備面向的部分負面評價段落 57
參考文獻 [1] P. D. Turney, "Thumbs up or thumbs down?: semantic orientation applied to unsupervised classification of reviews," presented at the Proceedings of the 40th Annual Meeting on Association for Computational Linguistics, Philadelphia, Pennsylvania, 2002.
[2] M. Hu and B. Liu, "Mining and summarizing customer reviews," presented at the Proceedings of the tenth ACM SIGKDD international conference on Knowledge discovery and data mining, Seattle, WA, USA, 2004.
[3] L.-W. Ku and H.-H. Chen, "Mining opinions from the Web: Beyond relevance retrieval," Journal of the American Society for Information Science and Technology, vol. 58, pp. 1838-1850, 2007.
[4] N. Kobayashi, K. Inui, and Y. Matsumoto, "Opinion Mining from Web Documents: Extraction and Structurization," Information and Media Technologies, vol. 2, pp. 326-337, 2007.
[5] S.-M. Kim and E. Hovy, "Determining the sentiment of opinions," presented at the Proceedings of the 20th international conference on Computational Linguistics, Geneva, Switzerland, 2004.
[6] B. Liu and L. Zhang, "A Survey of Opinion Mining and Sentiment Analysis
Mining Text Data," C. C. Aggarwal and C. Zhai, Eds., ed: Springer US, 2012, pp. 415-463.
[7] B. Liu, M. Hu, and J. Cheng, "Opinion observer: analyzing and comparing opinions on the Web," presented at the Proceedings of the 14th international conference on World Wide Web, Chiba, Japan, 2005.
[8] G. A. Miller. (1980). WordNet. Available: http://wordnet.princeton.edu/
[9] P. J. Stone, D. C. Dunphy, and M. S. Smith, "The General Inquirer: A Computer Approach to Content Analysis," 1966.
[10] A. Esuli and F. Sebastiani, "Sentiwordnet: A publicly available lexical resource for opinion mining," 2006, pp. 417-422.
[11] B. Ohana and B. Tierney, "Sentiment classification of reviews using SentiWordNet," in 9th. IT & T Conference, 2009, p. 13.
[12] General Inquire. Available: http://www.wjh.harvard.edu/~inquirer/
[13] A. Esuli and F. Sebastiani, "Determining term subjectivity and term orientation for opinion mining," 2006, pp. 193-200.
[14] A. Andreevskaia and S. Bergler, "Mining WordNet for fuzzy sentiment: Sentiment tag extraction from WordNet glosses," 2006, pp. 209-216.
[15] L. Zhuang, F. Jing, and X.-Y. Zhu, "Movie review mining and summarization," presented at the Proceedings of the 15th ACM international conference on Information and knowledge management, Arlington, Virginia, USA, 2006.
[16] 董振東, "HowNet," 1999
[17] T. Peiliang, L. Yuanchao, L. Ming, and Z. Shanzong, "Research of Product Ranking Technology Based on Opinion Mining," in Intelligent Computation Technology and Automation, 2009. ICICTA '09. Second International Conference on, 2009, pp. 239-243.
[18] S. Bin and C. Kuiyu, "Mining Chinese Reviews," in Data Mining Workshops, 2006. ICDM Workshops 2006. Sixth IEEE International Conference on, 2006, pp. 585-589.
[19] 杨锋, 彭勤科, and 徐涛, "基于随机网络的在线评论情绪倾向性分类," 自动化学报, vol. 36, pp. 837-844, 2010.
[20] 李林琳, "基于特定领域的汉语句子意见挖掘," 上海交通大学, 2008.
[21] 娄德成 and 姚天昉, "汉语句子语义极性分析和观点抽取方法的研究," 计算机应用, vol. 26, pp. 2622-2625, 2006.
[22] L.-W. Ku, H.-W. Ho, and H.-H. Chen, "Opinion mining and relationship discovery using CopeOpi opinion analysis system," Journal of the American Society for Information Science and Technology, vol. 60, pp. 1486-1503, 2009.
[23] 陳立, "中文情感語意自動分類之研究," 2010.
[24] 楊盛帆, "以整合式規則來做網路論壇上的 3C 產品口碑分析," 元智大學資訊管理學系研究所碩士論文, 2009.
[25] 孫瑛澤, 陳建良, 劉峻杰, 劉昭麟, and 蘇豐文, "中文短句之情緒分類," 2010.
[26] 謝鎮宇, "意見探勘在中文評鑑語料之應用," 交通大學資訊學院碩士在職專班資訊組學位論文, 交通大學, 2010.
[27] H. Xu, K. Zhao, L. Qiu, and C. Hu, "Expanding Chinese sentiment dictionaries from large scale unlabeled corpus," 2011.
[28] S. Tan, Y. Wang, and X. Cheng, "Combining learn-based and lexicon-based techniques for sentiment detection without using labeled examples," presented at the Proceedings of the 31st annual international ACM SIGIR conference on Research and development in information retrieval, Singapore, Singapore, 2008.
[29] P. Turney and M. L. Littman, "Measuring praise and criticism: Inference of semantic orientation from association," 2003.
[30] H. Kanayama and T. Nasukawa, "Fully automatic lexicon expansion for domain-oriented sentiment analysis," presented at the Proceedings of the 2006 Conference on Empirical Methods in Natural Language Processing, Sydney, Australia, 2006.
[31] G. Qiu, B. Liu, J. Bu, and C. Chen, "Expanding domain sentiment lexicon through double propagation," 2009, pp. 1199-1204.
[32] G. Qiu, B. Liu, J. Bu, and C. Chen, "Opinion Word Expansion and Target Extraction through Double Propagation," Computational Linguistics, vol. 37, pp. 9-27, 2011/03/01 2011.
[33] A.-M. Popescu and O. Etzioni, "Extracting product features and opinions from reviews," presented at the Proceedings of the conference on Human Language Technology and Empirical Methods in Natural Language Processing, Vancouver, British Columbia, Canada, 2005.
[34] Q. Mei, X. Ling, M. Wondra, H. Su, and C. Zhai, "Topic sentiment mixture: modeling facets and opinions in weblogs," presented at the Proceedings of the 16th international conference on World Wide Web, Banff, Alberta, Canada, 2007.
[35] Z. Zhai, B. Liu, L. Zhang, H. Xu, and P. Jia, "Identifying evaluative sentences in online discussions," 2011.
[36] N. Kobayashi, K. Inui, Y. Matsumoto, K. Tateishi, and T. Fukushima, "Collecting Evaluative Expressions for Opinion Extraction
Natural Language Processing – IJCNLP 2004." vol. 3248, K.-Y. Su, J. i. Tsujii, J.-H. Lee, and O. Kwong, Eds., ed: Springer Berlin / Heidelberg, 2005, pp. 596-605.
[37] M. Fuketa, Y. Kadoya, E. Atlam, T. Kunikata, K. Morita, S. Kashiji, et al., "A method of extracting and evaluating good and bad reputations for natural language expressions," International Journal of Information Technology & Decision Making, vol. 4, pp. 177-196, 2005.
[38] A. Esuli and F. Sebastiani, "Determining the semantic orientation of terms through gloss classification," presented at the Proceedings of the 14th ACM international conference on Information and knowledge management, Bremen, Germany, 2005.
[39] C. Zhang, D. Zeng, J. Li, F.-Y. Wang, and W. Zuo, "Sentiment analysis of Chinese documents: From sentence to document level," J. Am. Soc. Inf. Sci. Technol., vol. 60, pp. 2474-2487, 2009.
[40] L. Zhuang, F. Jing, and X. Y. Zhu, "Movie review mining and summarization," 2006, pp. 43-50.
[41] 邱鴻達, "意見探勘在中文電影評論之應用," 國立交通大學 資訊科學與工程研究所, 2011.
[42] 梅家駒等編著, 同義詞詞林, 1983.
[43] X. Ding, B. Liu, and P. S. Yu, "A holistic lexicon-based approach to opinion mining," 2008, pp. 231-240.
[44] Q. Su, X. Xu, H. Guo, Z. Guo, X. Wu, X. Zhang, et al., "Hidden sentiment association in chinese web opinion mining," presented at the Proceedings of the 17th international conference on World Wide Web, Beijing, China, 2008.
[45] V. Hatzivassiloglou and K. R. McKeown, "Predicting the semantic orientation of adjectives," 1997, pp. 174-181.
[46] Y. Qiang, S. Wen, and L. Yijun, "Sentiment Classification for Movie Reviews in Chinese by Improved Semantic Oriented Approach," in System Sciences, 2006. HICSS '06. Proceedings of the 39th Annual Hawaii International Conference on, 2006, pp. 53b-53b.
[47] L. W. Ku, I. C. Liu, C. Y. Lee, K. Chen, and H. H. Chen, "Sentence-Level Opinion Analysis by CopeOpi in NTCIR-7," 2008.
[48] P. Ting-Chun and S. Chia-Chun, "Using Chinese part-of-speech patterns for sentiment phrase identification and opinion extraction in user generated reviews," in Digital Information Management (ICDIM), 2010 Fifth International Conference on, 2010, pp. 120-127.
[49] K. Dave, S. Lawrence, and D. M. Pennock, "Mining the peanut gallery: opinion extraction and semantic classification of product reviews," presented at the Proceedings of the 12th international conference on World Wide Web, Budapest, Hungary, 2003.
[50] M. Gamon, A. Aue, S. Corston-Oliver, and E. Ringger, "Pulse: Mining Customer Opinions from Free Text
Advances in Intelligent Data Analysis VI." vol. 3646, A. Famili, J. Kok, J. Pena, A. Siebes, and A. Feelders, Eds., ed: Springer Berlin / Heidelberg, 2005, pp. 741-741.
[51] T. Wilson, P. Hoffmann, S. Somasundaran, J. Kessler, J. Wiebe, Y. Choi, et al., "OpinionFinder: a system for subjectivity analysis," presented at the Proceedings of HLT/EMNLP on Interactive Demonstrations, Vancouver, British Columbia, Canada, 2005.
[52] J. Huang, O. Etzioni, L. Zettlemoyer, K. Clark, and C. Lee, "RevMiner: an extractive interface for navigating reviews on a smartphone," presented at the Proceedings of the 25th annual ACM symposium on User interface software and technology, Cambridge, Massachusetts, USA, 2012.
[53] J. Yi and W. Niblack, "Sentiment mining in WebFountain," in Data Engineering, 2005. ICDE 2005. Proceedings. 21st International Conference on, 2005, pp. 1073-1083.
[54] L. Chien-Liang, H. Wen-Hoar, L. Chia-Hoang, L. Gen-Chi, and E. Jou, "Movie Rating and Review Summarization in Mobile Environment," Systems, Man, and Cybernetics, Part C: Applications and Reviews, IEEE Transactions on, vol. 42, pp. 397-407, 2012.
論文使用權限
  • 同意紙本無償授權給館內讀者為學術之目的重製使用,於2019-08-05公開。
  • 同意授權瀏覽/列印電子全文服務,於2019-08-05起公開。


  • 若您有任何疑問,請與我們聯絡!
    圖書館: 請來電 (02)2621-5656 轉 2281 或 來信