| 摘要 |
PROBLEM TO BE SOLVED: To clarify, by granularity capable of being fed back to service improvement, the influential power, on satisfaction degree, of a satisfaction constituent factor differing for each used scene and for each user, and thereby clarify the priority of improvement.SOLUTION: The present invention acquires a user's evaluation value for a satisfaction degree and a satisfaction constituent factor, classifies the evaluation value into use scenes, acquires the satisfaction constituent factor as user attribute information, and classifies users into groups on the basis of the user attribute information. Covariance structure analysis is performed for each user classification from an inputted evaluation value, an influential power per satisfaction constituent factor on satisfaction degree is calculated, and priority is calculated, for each user classification and for each satisfaction constituent factor, from the evaluation value and the influential power per satisfaction constituent factor on satisfaction degree. A factor having priority equal to or higher than a threshold obtained from an average value of the priority of all satisfaction constituent factors included in the same use scene and a standard deviation of the priority of all satisfaction constituent factors included in the same use scene is extracted, for each use scene, as an improvement factor. |
