在網路平台快速的興起下，線上評論成為大眾購買時重要的資訊來源，透過線上評論消費者可以自由發表自己的意見及想法。大數據時代下，越來越多新型態的技術產生，過去保險業缺乏法使用大數據的方式進行研究。本研究主要目的為利用文字探勘技術發掘線上評論中消費者的關注面向，並蒐集旅遊保險公司於Productreview.com.au的評論進行調查。經由研究結果顯示，消費者對於旅遊保險關注面向主要分成「投保前感知」、「保單內容」、「租車賠償保障」、「意外醫療保障」、「交通工具突發情況保障」、「失竊保障」、「理賠文件及寄送速度」和「理賠客服人員服務」。其中，意外醫療保障、理賠文件及寄送速度和理賠客服人員服務是多數消費者較為不滿意的部分。根據研究結果，本研究提供企業相關建議，特別是現今正發行網路保險的公司，以精確掌握消費者關注議題，進而改善缺失加強核心經營策略，同時給予未來研究者相關參考建議。

The growth of the Internet platform has led to a vast increase in online reviews, which becomes an important factor in consumer reliable information. Consumers can exchange opinions and thoughts by writing online reviews. With rapid growth of big data and new technology, insurance industry has lacked to conduct research by using big data analytics. The purpose of this study is to investigate consumer attentions on online review by using text mining analytics and collect travel insurance companies’ online reviews in Productreview.com.au for investigation. The results indicated that consumer attentions of travel insurance are combined with customer perceived value before buying insurance, insurance policy, car rental collision damage, emergency medical expense, trip interruption by transportation, personal belongings loss, claim document and speed, customer claim service. Furthermore, we find customer dissatisfied with three parts of attentions in travel insurance. The findings provide useful insights to online insurance company for practice and future research in management.

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