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。

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.

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

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