摘要
用户对公共图书馆的评价带有强烈的情感倾向,文章通过对用户评论展开情感分析与文本分析,揭示公共图书馆服务体验的用户满意度,展示公共图书馆的用户口碑。文章选取起引领作用的15所副省级市公共图书馆为对象,基于情感词典匹配的情感分析方法,对大众点评网上用户评论进行情感均值计算,并根据评论分词结果,构建起包括馆舍位置、空间体验、设施设备、馆藏资源、读者服务、馆员印象六大指标的公共图书馆用户评价体系,结合每一指标下用户差评内容,提出公共图书馆改善服务的措施建议。研究结果表明,公共图书馆用户评论多持好评或中立态度,口碑良好,但其差评影响着用户使用图书馆意愿与体验,需结合差评内容针对性改进图书馆服务,改善用户口碑。
By analyzing user comments from evaluation websites using sentiment analysis,it would be helpful to reveal users'true emotional tendencies and their level of satisfaction.Based on the emotion lexicon method of sentiment analysis,this paper calculates the average emotional value of online user reviews for 15 sub-provincial public libraries and constructs an evaluation system of public library user reviews with six indicators including library location,reading space,facilities,collections,reader activities and impression on librarians,and puts forward some suggestions to improve the services.The research results show that most users either give positive evaluation or stay neutral so public libraries can always get good reputation.However,there are some negative reviews that would affect users'willingness and experience of using the library.It is necessary to improve library services in regard to negative review contents.
作者
彭秋平
吴思洋
PENG Qiuping;WU Siyang
出处
《图书馆论坛》
CSSCI
北大核心
2021年第6期141-149,共9页
Library Tribune
基金
国家社科基金一般项目“公共图书馆影响力评价之体系构建与实证研究”(项目编号:18BTQ019)研究成果。
关键词
公共图书馆
用户口碑
情感分析
大众点评网
public libraries
user evaluation
sentimental analysis
dianping.com
