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Abstract

Keywords-online reviews; customer requirement; sentiment analysis; KANO model

A. Feature Extraction

150

2020 16th Dahe Fortune China Forum and Chinese High-educational Management Annual Academic Conference (DFHMC)

978-1-6654-1518-7/20/$31.00 ©2020 IEEE DOI 10.1109/DFHMC52214.2020.00037

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B. Sentiment Analysis

C. Customer Requirement Mining

151

A. Data Processing

B. Feature-sentiment joint extract

C. Sentiment analysis

152

C PMI

C

C negative PMI negative

C negative

S PMI negative

Score(w) C w positive

C neg

C C C

S S NS S

S D S NS D S

NS D S

D. KANO Conversion

pos iW

i negiW i

C i positivepos i C iW

C i negativeneg i C iW

C i positive i C(i,negative)

i C(i) i

posW pos

iW negW neg

iW

153

pos iW

neg iW

pos pos iW W

neg neg iW W

pos pos iW W

neg neg iW W

pos pos iW W

neg neg iW W

pos pos iW W

neg neg iW W

A. Sentiment Analysis Performance

micro_P micro_R micro_F1

TP micro P

TP FP

TP micro R

TP FN

micro P micro R micro_F1

micro P micro R

B. KANO Results

pos iW

neg iW

posW negW

posW negW

pos iW

neg iW

pos iW

neg iW

154

155

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