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研究生:高聖珮
研究生(外文):Gao, Sheng-Pei
論文名稱:以線上評論評估健康類行動軟體的使用者體驗品質
論文名稱(外文):Online Review Analysis for Assessing Users’ Quality of Experience of Health Apps
指導教授:林勢敏林勢敏引用關係
指導教授(外文):Lin, Shyh-Ming
口試委員:蘇國瑋黃育信
口試日期:2017-07-07
學位類別:碩士
校院名稱:國立屏東科技大學
系所名稱:工業管理系所
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:中文
論文頁數:97
中文關鍵詞:線上評論意見分析健康類行動軟體體驗品質
外文關鍵詞:Online ReviewOpinion AnalysismHealthQuality of Experience
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資通訊科技的快速發展使得行動裝置的功能越來越強大,行動裝置逐漸成為個人的隨身管理工具。近幾年伴隨著形形色色強調健康管理功能的穿戴裝置上市,使得能隨時、即時監測與查詢個人生理相關資訊的健康與健身類(Health and Fitness, 簡稱健康類)行動軟體越來越受到矚目。線上評論提供消費者選擇行動軟體的有用資訊,也是開發商開發或改善軟體時的重要參考依據。但線上評論是消費者自由撰寫且評論數量大量累積,因此不易快速從中獲得有用資訊。基於上述原因,本研究從Apple的 App Store, Taiwan中蒐集健康類的線上評論,使用快速迴歸篩選具一致性的評論、以眾數判斷線上評論中使用者的體驗品質意見、以線性逐步迴歸導出體驗品質意見極性和使用者滿意度之間的關係、萃取出30個最關鍵影響使用者滿意度的關鍵品質特徵,並據以建立使用者體驗品質評估模型。本研究進一步將所採用的方法與鄭育儒(2016)的方法進行分析結果的比較。結果顯示,當兩者均萃取30個最關鍵的極性化品質特徵詞時,以設定預測容許誤差範圍為0.9時的快速迴歸篩選法能得到較佳的模型結果。該模型的調整後R^2=0.780及RMSE=0.689。本研究據以討論消費者如何藉以快速選擇自己有興趣的健康類的軟體,並討論開發者如何從模型中確認應用軟體的改善或未來發展的方向。
The rapid advances in information and communication technologies have been turning mobile devices into powerful personal management facilities. Over the past years, a wide variety of wearable devices has been developed and launched to the market, which can be employed to collect users’ health informatics. Consequently, those devices make the Health and Fitness apps more and more popular. Online Reviews provide useful information for consumers to make app download decisions, and for developers to identify the correct direction to improve or develop their app product. However, the rapid accumulation of the freestyle review articles makes it a challenge to retrieve useful information for both consumers and developers of Health and Fitness apps from them. Therefore, we collected online reviews concerning the Health and Fitness apps from Apple’s App Store Taiwan, applied quick regression methods to remove inconsistent reviews, calculated the mode of review ratings to determine users’ opinion polarities in their written reviews so as to assess users’ Quality of Experience. We derived 30 most influential features to building a quality assessment model for Health and Fitness Apps. Our model had adjusted R2=0.780 and RMSE=0.689. Moreover, we made comparisons of the resulting models generated by our methods and Cheng’s (2016). The comparison results show that our model performed better than Cheng’s. Our model is expected to facilitate mobile users and app developers to respectively make app download decisions and to identify the correct direction to improve their apps.
摘要 I
Abstract III
謝誌 V
目錄 VI
圖目錄 VIII
表目錄 IX
第1章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 4
1.3 研究範圍 5
1.4 研究架構 7
第2章 文獻探討 8
2.1 健康類行動軟體 8
2.2 軟體品質與體驗品質 11
2.3 線上評論 28
2.4 文字探勘與中文斷詞 30
2.5 平均數-標準差分析方法 34
第3章 研究方法 36
3.1 使用軟體設備 36
3.2 資料蒐集與分析流程 37
第4章 資料分析結果與討論 52
4.1 資料蒐集及品質特徵萃取結果 52
4.2 評論詞性與線性逐步迴歸分析 55
4.3 評估與結果討論 67
4.4 範例展示 74
第5章 結論與建議 82
參考文獻 85
作者簡介 97
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