基于语义的电商平台物流服务质量主题分析

Thematic Analysis of Logistics Service Quality of E-commerce Platforms Based on Semantics

新冠疫情影响下,消费者网络购物频率大幅提高,为有效提升电商平台物流服务质量,基于语义分析技术,采用特征提取、情感分析、主体挖掘与事件构建方法,对消费者网购在线评论进行分析,探究电商平台物流服务质量的主要影响因素。结果表明,消费者网购满意度与“电商平台”、“物流时效”、“物流包装”、“服务态度”四个方面密切相关,平台的企业形象、保障措施、服务承诺等直接影响消费者对平台的选择意愿,发货和运输速度、包装的安全、服务态度等直接影响消费者情绪。

Under the influence of the COVID-19, consumers’ online shopping frequency has increased significantly. In order to effectively improve the logistics service quality of e-commerce platform, based on semantic analysis technology, using the methods of feature extraction, emotion analysis, subject mining and event construction, this paper analyzes the online comments of consumers’ online shopping, and explores the main influencing factors of logistics service quality of e-commerce platform. The results show that consumers’ online shopping satisfaction is closely related to "e-commerce platform", "logistics timeliness", "logistics packaging" and "service attitude". The corporate image, safeguard measures and service commitment of the platform directly affect consumers’ willingness to choose the platform. The delivery and transportation speed, packaging safety and service attitude will directly affect consumers’ mood.