大数据变革背景下的顾客网络满意度比较——基于OLAP可视化技术应用视角

Comparison of Customer Online Satisfaction Comments in Big Data Revolution——A View of OLAP Visualization Technology Utility

选取3家知名火锅连锁企业作为研究对象,根据mapreduce原理收集、处理样本数据;采用在线分析处理(OnLine Analytical Processing,OLAP)技术从时间、区域、满意度三个指标维度来实现大数据环境下顾客网络满意度的可视化。对3家企业顾客网络满意度评价进行比较分析,指出在不同时间、区域存在的差异。结果表明,OLAP技术能够以最直观的方式反应大数据环境下顾客网络满意度的差异及变化趋势,能够为企业网络口碑建设及网络营销策略的制定提供直接的参考依据。

This paper summarizes the connotation and characteristics of big data. And then, it compares the research meth- ods, data collection, data filtering and samples selection of customer satisfaction between traditional and big data era. Next, it collects and selects data based on mapreduce principles, and On-Line Analytical Processing （OLAP） visualization tech- nology has been used to analyze the online customer satisfaction which consists of time, areas and satisfaction three dimen- sions and three famous hot pot chain enterprises as instance. At last, it uses OLAP method to compare the three hot pot chain enterprises＇ online customer satisfaction of different periods and areas. Result shows that the OLAP can reflect the difference and changing tendency obviously and provides direct reference for the enterprises＇ internet marketing as well as word-of-mouth marketing strategies.