摘要
基于在线评论数据,分析快递服务质量影响因素。首先,通过对在线评论数据进行高频特征词统计及语义网络分析,构建快递服务质量影响因素集;引入情感分析技术,获取消费者对影响因素的满意值;以此作为样本数据,对影响因素集进行关联性分析和影响程度分析,得出相应的分类结果及权重。对分类后的影响因素集进行有效性检验,表明其信度和效度都较强。借助在线评论数据分析快递服务质量,充分体现了服务质量主观性和客观性影响因素的统一,对快递服务质量评价具有一定的实用价值。
Based on the online comment data, the influencing factors of express delivery service quality are analyzed. Firstly, the set of influencing factors of express delivery service quality is constructed through the statistics of high-frequency feature words and semantic network analysis of online comment data. Secondly, emotional analysis technology is introduced to obtain consumers’ satisfaction value of influencing factors. With this as the sample data, the correlation analysis and influence degree analysis are conducted on the influencing factor set to obtain corresponding classification results and weights. Finally, the validity test of the classified impact factor set shows its reliability and validity are both strong. The analysis of the quality of express delivery service by means of online comment data fully reflects the unity of subjectivity and objectivity of service quality, and has certain practical value for the evaluation of express service quality.
作者
施滢萍
徐晓敏
SHI Yingping;XU Xiaomin(School of Information Management,Beijing Information Science&Technology University,Beijing 100192,China)
出处
《北京信息科技大学学报（自然科学版）》
2019年第6期25-29,共5页
Journal of Beijing Information Science and Technology University
基金
国家自然科学基金资助项目(71701020)
关键词
快递
在线评论
服务质量
影响因素
express delivery
online review
service quality
influencing factor
