基于贝叶斯网络的电商客户满意度影响因素分析--以京东运动鞋为例

Analysis of Influencing Factors on Customer Satisfaction of e-commerce based on Bayesian network--Take Jingdong mall as a example

电子商务的飞速发展使网购成为社会消费的主要手段.借助八爪鱼数据爬虫软件,抓取京东商城运动鞋客户在线购买信息,统计分析消费者最常购买运动鞋的价格、颜色等;并基于商品评论构建在线评论贝叶斯网络结构模型,采用交叉验证方法检验模型,计算出相关节点的后验概率分布和条件概率分布,最终得出以下结论:客户满意度与其他相关变量间均存在明显的因果关系,且不同变量间也会存在关联;舒适度是提高客户满意度的关键因素.

The rapid development of e-commerce makes online shopping the main means of social consumption.This article uses the Octopus data crawler software to capture the online purchase information of Jingdong Mall sneakers customers,statistically analyze the prices and colors of the most commonly purchased sneakers by consumers;and build an online review Bayesian network structure model based on product reviews.The cross-validation method tests the model,calculates the posterior probability distribution and conditional probability distribution of the relevant nodes,and finally draws the following conclusions:there is a clear causal relationship between customer satisfaction and other related variables,and there will be correlations between different variables;Comfort is a key factor in improving customer satisfaction.