摘要
在电商平台上,商品在线评论的重要性越来越突出,对顾客的购买行为产生了极大影响。在网络环境下,对与物流服务有关的评价信息进行有效的分析,对于提升顾客的满意程度和企业的物流服务水平具有十分积极的作用。鉴于此,文中以京东商城家居类、家电类商品和生鲜类的在线评论数据为研究对象,运用情感分析技术进行情感极性分类确定,然后,对不同情感极性的评论文本进行词频分析和LDA主题模型。研究发现,消费者对这三种类型商品物流服务需求的关注点存在差异。其中,家居类商品和家电类商品的安装服务最为关键,消费者对生鲜类商品配送速度有更高需求。
On the e-commerce platform,the importance of online product reviews has become increasingly prominent,which has a great impact on customers purchase behavior.In the network environment,effective analysis of the evaluation information related to logistics services plays a very positive role in improving customer satisfaction and logistics service level of enterprises.In view of this,this paper takes the online review data of home appliances,household appliances and fresh products of JD Mall as the research object,uses emotion analysis technology to classify and determine the emotional polarity,and then carries out word frequency analysis and LDA theme model on the review text of different emotional polarity.The study found that consumers have different concerns about the demand for logistics services of these three types of goods.Among them,the installation service of household goods and household appliances is the most critical,and consumers have a higher demand for the delivery speed of fresh goods.
作者
张雪澳
ZHANG Xue-ao(School of Management,University of Shanghai for Science and Technology,Shanghai 200093,China)
出处
《物流工程与管理》
2023年第11期152-157,共6页
Logistics Engineering and Management
