摘要
随着电子商务的迅速发展,商品在线评论的重要性日益凸显,成为影响消费者购买决策的关键要素之一。作为电子商务中的重要一环,物流服务相关评论的挖掘对提高消费者满意度和企业物流服务水平有着重要的意义。鉴于此,本文首先采用网络爬虫技术采集京东商城家电类、生鲜类和电子类商品的物流评论数据,运用Python 3.7对评论文本进行情感极性分类确定,最后通过对不同情感极性的评论文本进行词频分析和LDA主题模型分析发现,消费者对这三种类型商品物流服务需求的关注点存在明显不同。其中,家电类商品的安装和售后服务比较关键,消费者对生鲜类商品配送速度的要求较高,对电子类商品退换货服务关注度较高。商家和企业可以通过改善上述方面提升自身物流服务的质量,从而提高消费者满意度。
With the rapid development of e-commerce,the importance of online product reviews has become increasingly prominent and has become one of the key elements of consumers’purchasing decisions.As an important part of e-commerce,the mining of logistics service-related comments is of great significance to the improvement of consumer satisfaction and enterprise logistics service levels.In view of this,firstly,the web crawler technology was used to collect the logistics comment data of household appliances,fresh goods and electronic goods in JD Mall,then Python 3.7 was used to classify the comment text for emotional polarity,and finally,the word frequency analysis and LDA theme model analysis were carried out for the comment text with different emotional polarities.It is found that the three types of goods logistics service needs of consumers are significantly different.Among them,the installation and after-sales service of household appliances are relatively key,fresh goods have higher requirements on the delivery speed,and electronic goods pay more attention to the return and replacement service.Merchants or enterprises can improve the quality of their logistics services by improving the above aspects so as to improve consumer satisfaction.
作者
周欢
秦天琦
ZHOU Huan;QIN Tian-qi(School of Business,Hunan University of Technology,Zhuzhou 412007,Hunan,China)
出处
《重庆工商大学学报（社会科学版）》
2021年第6期27-38,共12页
Journal of Chongqing Technology and Business University：Social Science Edition
基金
国家自然科学基金青年项目(71801090)
湖南省自然科学基金青年项目(2018JJ3132)
湖南省社会科学成果评审委员会课题(XSP18YBZ158)
湖南省哲学社会科学基金青年项目(17YBQ038)。
