摘要
互联网时代大众对生鲜电商平台购买依赖性增强,开展生鲜电商顾客满意度影响维度及满意度的测算研究具有现实意义。运用Python编程随机爬取了京东生鲜电商平台上的水果、肉类、海鲜、冷冻、蔬菜5类商品的在线评论文本,通过运用ROST CM6软件进行了文本特质分析和满意度测验研究。结果显示:顾客对生鲜电商整体满意度较高,质量、包装、物流、服务和价格是顾客最关心的维度,对品质、包装等维度的满意度还需要进一步提升。依据分析结果,提出了加强保障生鲜质量、包装水平和完善物流等提高顾客满意度的建议,以期提供参考。
In the Internet era,the public's purchase dependence on fresh electricity supplier platform is increasing,so it is of great significance to carry out the measurement and research on the influence dimension and satisfaction degree of fresh electricity supplier customers.Using Python programming,online text reviews of five categories of fruits,meat,seafood,frozen and vegetables on JD Fresh e-commerce platform were randomly crawled.ROST CM6 software was used to analyze text traits and test satisfaction.The results show that customers have a high overall satisfaction with fresh e-commerce.Quality,packaging,logistics,service and price are the most concerned dimensions of customers,and satisfaction with quality,packaging and other dimensions needs to be further improved.According to the analysis results,policies and suggestions are put forward to improve customer satisfaction by ensuring fresh quality,packaging level and improving logistics.
作者
张兵红
周志胜
黎玉婷
吴祖新
Zhang Binghong;Zhou Zhisheng;Li Yuting;Wu Zuxin(School of Economics and Management,Jiangxi Teachers College,Yingtan,Jiangxi 335000,China)
出处
《绿色科技》
2023年第15期245-250,共6页
Journal of Green Science and Technology
基金
江西省教育厅科学技术研究项目(编号:GJJ213201)。
关键词
生鲜电商
顾客满意度
在线评论
文本挖掘
fresh e-commerce
customer satisfaction
online reviews
text mining
