[目的/意義]用戶痛點是用戶購買決策、企業競爭策略的重要情報支撐。結合傳統的情感分析過程,為用戶痛點分析提供一個基于大規模數據分析的有效流程。[方法/過程]在情感分析基礎上構建基于網絡用戶評論情感計算的產品用戶痛點分析模型,從用戶關注程度和用戶情感兩方面去測度用戶痛點,提出用戶痛點指數計算公式,對用戶痛點進行量化分析,將結果可視化,并進行實證研究。[結果/結論]實驗證明該模型抓住用戶痛點的迫切程度和滿足程度,用戶痛點量化情況與實際用戶評論較為吻合,并能在一定程度上克服傳統用戶評分的主觀性偏差,具有一定的實用性和有效性。[局限]為提高模型應用的廣泛性,有待對更多類型的產品進行實驗。

[Purpose/significance] Users’ pain-point is the significant information for users’ purchase decision and enterprises’ competitive strategy. The traditional process of sentiment analysis is combined with the users’ pain-point analysis method to provide an efficient process based on large-scale data analysis. [Method/process] On the basis of the sentiment analysis,the users’ pain-point analysis model based on the sentiment calculation of web users’ comments is set up. The model measures the users’ pain-point through the degrees of users’ concerns and users’ sentiment. And the calculation formula about the index of users’ painpoint is put forward to make the quantitative analysis of users’ pain-points,the results of which are visualized. Finally,an empirical study is carried out. [Result/conclusion] Results verify the practicability and the effectiveness of the analysis method,which has taken both degrees of urgency and satisfaction of users’ pain-point into consideration. The results are in good agreement with the actual users’ comments. To a certain extent,it can overcome the traditional subjective bias of user rating. [Limitations] It needs to experiment with more types of products to improve the wide range of model applications.