基于在线评论的体育流媒体服务满意度研究.docx

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摘要：随着信息技术的不不停进步和互联网的普遍应用，作为新兴的媒体形式的体育流媒体服务迅速崛起。用户的在线评论不仅可以影响其他潜在用户的选择，还可以为服务运营商改善服务品质提供宝贵的信息。本文采用在线评论文本挖掘技术，首先对体育类app的在线评论进行了数据预处理，包括去重、分词等操作。然后结合词典法和支持向量机算法，对评论进行情感分类，以判断用户对服务的态度，最后利用NPS指标客观地反映了用户对体育流媒体服务的态度和喜好，为评估用户满意度提供了客观依据。研究表明，体育流媒体服务的优化，应着重考虑用户反馈和情感特征，以及服务特性与用户需求的匹配度。研究不仅可以为流媒体服务平台提供优化的战略依据，而且对于其他在线服务供应商理解和提升用户满意度同样具有参考价值。

关键词：在线评论；体育流媒体服务；用户满意度；情感分析

Researchonsatisfactionofsportsstreamingmediaservicebasedononlinecomments

Author：QuanzhiLiuTutor：LinglingJin

(HainanNormalUniversity,CollegeofMathematicsandStatistics,Haikou,571158)

Absrtact:Withthecontinuousadvancementofinformationtechnologyandwidespreadapplicationoftheinternet,sportsstreamingmediaservices,asanemergingformofmedia,haverapidlyrisen.Useronlinecommentsnotonlyinfluencethechoicesofotherpotentialusersbutalsoprovidevaluableinformationforserviceoperatorstoimproveservicequality.Inthispaper,onlinecommenttextminingtechnologywasemployed.Firstly,datapreprocessingwasconductedononlinecommentsofsportsapps,includingdeduplicationandsegmentation.Subsequently,sentimentclassificationofthecommentswasperformedusingacombinationofdictionary-basedmethodandsupportvectormachinealgorithmtoassessusersattitudestowardstheservice.Finally,anLDAmodelwasconstructed.TheNetPromoterScore(NPS)indexwasthenutilizedtoobjectivelyreflectusersattitudesandpreferencestowardssportsstreamingmediaservices,providinganobjectivebasisforevaluatingusersatisfaction.Thestudyindicatesthatoptimizationofsportsstreamingmediaservicesshouldfocusonuserfeedbackandemotionalcharacteristics,aswellasthematchbetweenservicefeaturesanduserneeds.Thisresearchnotonlyprovidesoptimizationstrategiesforstreamingserviceplatformsbutalsoservesasareferenceforunderstandingandenhancingusersatisfactionforotheronlineserviceproviders.

Keywords：Online