基于卷积神经网络的物流服务业顾客满意度评价方法研究  

Research on Evaluation Method of Logistics Service Industry Based on Convolutional Neural Network

作　　者：张凌[1,2] 程聪 朱礼军[3] ZHANG Ling;CHENG Cong;ZHU Lijun(School of Management,Wuhan University of Science and Technology,Wuhan 430081,China;Industrial Policy and Management Research Center,Wuhan University of Science and Technology,Wuhan 430081,China;China Institute of Science and Technology Information,Beijing 100038,China)

机构地区：[1]武汉科技大学管理学院,武汉430081 [2]武汉科技大学产业政策与管理研究中心,武汉430081 [3]中国科学技术信息研究所,北京100038

出　　处：《情报工程》2021年第1期93-102,共10页Technology Intelligence Engineering

基　　金：湖北省教育厅哲学社会科学研究重点项目(19D015);创新型企业软实力形成机理研究:基于知识整合的多层次视角,武汉科技大学恒大管理学院产业政策与管理研究中心开放基金研究的成果之一。

摘　　要：[目的/意义]本文提出了基于卷积神经网络的物流服务业顾客满意度评价方法,为人们科学客观地了解物流实际运行情况,改善物流服务有重要的参考价值。[方法/过程]文章运用网络爬虫技术、词频统计和特征提取得出五个物流服务特征,然后构建卷积神经网络文本分类模型,对物流评论信息进行分类,最后对物流服务满意度进行赋值评分。[结果/结论]实验结果表明,在网络生鲜产品物流服务特征中,便利性、可靠性、及时性、完整性和友好性是消费者关注的服务特征,而消费者最关注完整性,最不关注及时性,并最终得到了物流服务业顾客满意度分值。本文最终选择了生鲜物流作为案例进行顾客满意度评价,以期推广到更多物流服务业评价应用中。[Objective/Significance]This paper proposed a customer satisfaction evaluation method of logistics service industry based on convolutional neural network,which is an important reference value for people to understand the actual operation of logistics scientifically and objectively and improve logistics services.[Methods/Process]The article used web crawler technology,word frequency statistics and topic analysis to derive five logistics service characteristics,then constructed a convolutional neural network text classification model to classify logistics review information,and finally assigned a score to logistics service satisfaction.[Results/Conclusions]The experimental results show that among the logistics service characteristics of online fresh products,convenience,reliability,promptness,integrity and friendly are the service characteristics that consumers are concerned about,while consumers are most concerned about integrity and least concerned about promptness,and the customer satisfaction score of logistics service industry is obtained.This paper finally selected fresh food logistics as a case study for customer satisfaction evaluation,with a view to extending to more logistics service industry evaluation applications.

关 键 词：物流服务业 网络评论 卷积神经网络 满意度评价 

分 类 号：G353.1[文化科学—情报学]