基于意见挖掘的生鲜电商物流服务对满意度影响机理研究  

Research on the Influence Mechanism of Fresh Food E-commerce Logistics Service on Satisfaction Based on Opinion Mining

作　　者：刘宏宇[1] 高艳[1] 陈宽 Liu Hongyu;Gao Yan;Chen Kuan(Heilongjiang Bayi Agricultural University,Daqing163319;Qingdao T.R.E.China Software Co.,Ltd.)

机构地区：[1]黑龙江八一农垦大学,大庆163319 [2]青岛创迹软件有限公司

出　　处：《黑龙江八一农垦大学学报》2021年第2期106-115,共10页journal of heilongjiang bayi agricultural university

基　　金：黑龙江省自然基金项目《基于大数据的粮食供应链质量安全监测预警机制研究》(LH2019G012)。

摘　　要：围绕生鲜电商物流服务与消费者期望差异的矛盾问题展开研究,通过获取在线车厘子产品的用户评论,应用机器学习方法将评论文本进行满意度情感分类,应用Apriori关联算法对不同情感分类下的物流词汇与满意度词汇进行关联规则分析,结果表明包装、物流速度、发货与送货效率等物流服务要素会影响消费者满意度,研究结果进一步揭示了物流服务对满意度的影响机理,有助于企业提高物流服务质量,并从销地前置仓、物流信息共享、生鲜企业与物流服务商合作机制三个方面提出了生鲜电商物流服务优化策略。The research focused on the contradiction between fresh E-commerce logistics services and consumer expectations.By obtaining user reviews of online cherries products,machine learning method was applied to classify the sentiment of the review text,and Apriori association algorithm was used to analyze the association rules between logistics vocabulary and satisfaction vocabulary under different sentiment classifications.The results showed that packaging,logistics speed,delivery and delivery efficiency and other logistics service factors would affect consumer satisfaction,which could further reveal the mechanism of logistics service’s impact on satisfaction,and help enterprises improve logistics service quality.Optimization strategies were put forward from three aspects which were the pre-sale warehouses,logistics information sharing,fresh food enterprises and logistics service providers cooperation mechanism.

关 键 词：生鲜电商物流服务 满意度 意见挖掘 

分 类 号：Q78[生物学—分子生物学]