京东生鲜物流客户满意度测评

Evaluation of Customer Satisfaction of JD Fresh Logistics Services

基于京东平台上生鲜物流评论文本内容,构建了京东生鲜物流客户满意度测评模型。利用网络爬虫、词频统计提取京东生鲜物流评价指标,结合层次分析法和专家经验,得到各评价指标的权重,再通过GooSeeker软件对各评价指标的评论进行情感分析,最终结合权重和评分对京东生鲜物流客户满意度进行测评。测评结果表明,在京东生鲜物流客户满意度上,客户最关注完整性,最不关注友好性,对及时性最满意,对可靠性最不满意,并得到了京东生鲜物流客户满意度测评值。

In this paper, based on the comments on fresh food logistics service left by customers on the JD platform, we constructed a customer satisfaction evaluation model of the JD fresh food logistics service. Using web crawlers and word frequency statistics to extract the evaluation indicators of the comments, and in connection with the analytic hierarchy process and expert experience, we obtained the weight of each evaluation indicator, used the GooSeeker software for the sentiment analysis of the comments pertaining to each evaluation indicator,and finally finished the assessment of the customer satisfaction of JD fresh food logistics service based on the weight and ranking already obtained. The evaluation results showed that in terms of customer satisfaction, customers to JD fresh food logistics service are most concerned with product integrity and least with courier friendliness, and most satisfied with service timeliness and least with service reliability. At the end, the final score of customer satisfaction of JD fresh food logistics service was calculated.