Online reputation system plays a key role in building consumer trust to online merchants and the online rating is one of the most important factors to be successful for them. The consumers ' text comments which consist of a lot of real transaction information of online merchants are the important parts of online reputation systems. Some new reputation dimensions which should be considered as the most important issues by consumers are explored by applying text clustering on the basis of the large number of customer comments collected from the website ( www. zol. com) from consumers ' text comments perspective. This research not only affords a new methodology to explore online reputation system for researchers but also provides decision support to improve their service quality for online merchants.%信誉管理系统在促进顾客对电子零售商的信任过程中起着越来越重要的作用,它是电子零售商取得成功的重要因素和保证.顾客的文本评论是信誉管理系统的一个重要组成部分,其中蕴含了大量的零售商的实际交易和信誉信息.本文从顾客文本评论的视角,采用文本挖掘技术对大量的顾客评论进行文本聚类,通过分类整理和知识提取,以期找出顾客最关注的电子零售商的信誉维度.本研究选取国内最大的IT 专业网站---中关村在线作为研究对象,通过一个应用实例详细说明了通过文本聚类发现电子零售商信誉维度的方法和过程.本研究对电子零售商的信誉维度知识发现具有重要意义,也能为电子零售商提高服务质量提供参考.
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