基于文本挖掘的生鲜电商顾客满意度评价体系研究

Research on Customer Satisfaction Evaluation System of Fresh Food E-commerce Based on Text Mining

随着生鲜产品在居民消费中比重的上升,顾客对生鲜电商的满意度评价吸引了越来越多的商家和研究者的关注。文章采用爬虫工具抓取了京东生鲜和顺丰优选的顾客评论,并采用文本挖掘的方法构建了从顾客角度出发的生鲜电商满意度评价体系,并且针对不同的生鲜品类设置了专门的评价指标和权重,为我国生鲜电商的顾客体验优化提供了有效的理论支持和参考作用。

As the proportion of fresh products in household consumption rises,customer satisfaction with fresh E-commerce attracts more and more businesses and researchers.This paper uses the reptile tool to capture the customer reviews of Jingdong Fresh and SF Express,and uses the text mining method to construct a fresh E-commerce satisfaction evaluation system,and for different fresh food categories it has different evaluation indicators and weights.It can provide effective theoretical support and reference for the optimization of customer experience in China's fresh food E-commerce.