Research On Data Mining And Analysis Technology Of After-Sales Service Of Household Electrical Appliance

With the homogeneous of the products and temptation of the market share inhousehold electrical appliance(HEA)industry,which leads to a very fierce competitionin this industry especially in After-sales service field.At present,the after-sales serviceof HEA is still based on the service center and artificial service oriented.Such servicemodel will cost much time and labor,and it also can't guarantee the customers,satisfaction.At the same time,with the diversification of the HEA,the emergency ofintelligent HEA and the gradual increase in the number of after-sales service types,more and more data are generating.It's a huge waste of resources if these data cannotbe effectively utilized.In this case,the enterprises must improve their after-sale servicelevel with the help of advanced computer network technologies.Based on the status and the research data of after-sale service in HEA,this thesisuses ontology technology to build the after-sale services ontology library,uses case-based reasoning(CBR)method to build the HEA case database,and uses the technologyof Big data mining and analysis to establish the application system of after-sale servicein HEA,which can improve efficiency and customers' satisfaction of after-sale service.The main contents of this thesis are as follows:The first chapter elaborates the background and objectives of the research,andprovides an overview for the development of after-sale service of HEA,knowledgeintegration,CBR,data mining and industrial big data in the academic and engineeringapplication,points out the existing problems in the present research.The details of theframework of this paper are described in the later section.The second chapter analyses the types and attributes of the after-sale service ofHEA,establishs the domain ontology library of washing machines' after-sale serviceby the principle of domain ontology,which achieves the ordering and visualmanagement of after-sales service data of washing machine,collaborative constructionin ontology.The third chapter introduces the CBR of the after-sale service of HEA,establishesthe case library with the CBR and domain ontology technology,which includes case representation,case retrieval,case correction,case learning,case maintenance and caseevaluation.The fourth chapter proposes the big data application system of the after-sale serviceof HEA,analyses the big data integration technology,technology of big data miningand analysis,and key technology research,establishes the system structure and thesoftware architecture of the after-sale service of HEA,develops the big data applicationsystem by using Hadoop Ecosystem software.The fifth chapter designs the overall framework and development process of bigdata platform system,develops the core modules of the system,including privilegemanagement,ontology service module,CBR service and intelligent question answeringmodule of the after-sale service of HEA,and taking ontology module as an example toshow the application of the system in the end.The last chapter describes the summary and outlook of this paper,describes themain work contents and innovation points,prospects the future work and research.