| Summary: | 碩士 === 元智大學 === 資訊管理學系 === 95 === In the state of inter-networking, virtual communities (such as blog or photo-sharing website) or online communities (such as discussion group or newsgroup) become an enormous information exchange center where people’s different opinions are spread and distributed. As far as business management is concerned, the value of the information reserved in those communities can be seen as an important source for understanding customers’ opinions and analyzing their behaviors. In this research, a mechanism and an architecture of processing those Chinese information in virtual community is proposed, which can assist in understanding customers’ demand and message instantly and could be seen as the best suite for enterprise to improve service quality and customer satisfaction in this information age. In the research, we collected public opinions regarding Taiwan’s implementation of ETC (The Highway Electronic Toll) from several blog for our sample, and then conducted data mining technique for processing information analysis and knowledge extraction. After presenting those clustered documents with visualized knowledge map, we proceeded to do Case-Based Reasoning on new cases. Thus, we can provide the reasoned result and suggestion to corporation management and public opinion evaluation group for further risk analysis, risk reaction and crisis control.
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