基于网络爬虫技术的生鲜宅配顾客感知服务质量影响因素研究

Research on Influencing Factors of Customer Perceived Service Quality of Fresh Food Distribution Based on Web Crawler

文章使用网络爬虫工具,从电商网站上抓取了5种生鲜食品的顾客评价信息4 480条,通过EXCEL工具结合手工梳理分析,厘清了影响生鲜宅配顾客感知服务质量的三大因素,即货物的完好程度、物流包装及物流时效。通过数据分析得出结论:针对不同类型的生鲜食品,顾客关注的配送质量侧重点差异比较明显;另外,三大因素之间是相互影响的,货物的完好程度与运输时效以及运输包装形式直接相关,包装的完好程度、包装方式以及安全环保性在很大程度上影响了货物的完好程度,物流时效在一定程度上影响了货物的完好程度,货物的完好程度也影响了顾客对时效的评价。

This paper uses web crawler to grab 4 480 items of customer evaluation information of 5 kinds of fresh food from e-commerce websites. Through EXCEL combined with manual analysis, three factors that affect the customer perception of fresh food distribution service quality are clarified, that is,condition of goods, packaging and timeliness of transportation.According to the data analysis, it is concluded that for different types of fresh food, customers’ focus on distribution quality is different. In addition, three factors influence each other,the condition of goods is related to the timeliness of transportation and packaging, packaging and environmental protection affect the integrity of goods, timeliness of transportation affects the condition of goods, condition of goods affects the customer evaluation of timeliness.