Research On Customer Perceived Product Quality Evaluation Based On Emotion Analysis

With the upgrading of consumption patterns,consumers' shopping demands have gradually changed.They are no longer limited to the basic functions of commodities,and low prices are no longer the biggest attraction.Consumers are more looking forward to buying diversified,high-quality and quality-experienced products.The result of market competition is mainly decided by consumers.If enterprises want to achieve long-term development,they should be consumer-oriented to improve product quality.Therefore,enterprises need to understand consumers' attitude towards product quality more timely.However,the traditional questionnaire method to obtain consumers' perceived quality of products can't meet this demand.The development of Internet information technology and the expansion of online shopping have caused consumers to leave a large amount of consumer feedback data on the online shopping platform.These data provide data support for more timely and accurate access to consumers' evaluation of product quality.Therefore,this paper takes the user reviews of commodities as the data source,and proposes a method based on sentiment analysis to evaluate the consumer's perceived quality.First of all,this paper refers to the concept and measurement dimensions of product perceived quality,and combines with the characteristics of household air-conditioning products,constructs a relatively complete initial index system for product perceived quality evaluation.The index system includes three dimensions: product quality,product service and brand image.Secondly,select four air-conditioning brands,grab their product review data from JD.com,and then use PMI and Word2 vec semantic similarity calculation method to extract indicator feature words from the product review data,and according to the distribution of the extracted index feature words in all product review data to filter out the indexes suitable for the final evaluation.Then,extract feature-opinion word pairs based on dependency syntax analysis,and construct an index value calculation method based on sentiment dictionary to complete the measurement of product perception quality evaluation index.Finally,the paper compares and analyzes the specific products of the four selected air-conditioning brands,and puts forward feasible suggestions according to the analysis results.The method used in this paper breaks through the traditional data acquisition methods such as questionnaire survey and enterprise survey.It can not only reduce the time and labor cost of research,but also help enterprises find the product quality attributes that consumers care about more quickly,and obtain the evaluation of consumers' satisfaction or dissatisfaction with the product quality attributes.