基于模糊综合理论与随机森林的电子商务服务满意度评价方法研究  

Research of E-Commerce Service Satisfaction Evaluation Based on Fuzzy Comprehensive Theory and Random Forests

作　　者：赵家胤[1] ZHAO Jiayin(School of Digital Commerce,Nanjing Vocational College of Information Technology,Nanjing Jiangsu 210013,China)

机构地区：[1]南京信息职业技术学院数字商务学院,江苏南京210013

出　　处：《电子器件》2021年第6期1520-1524,共5页Chinese Journal of Electron Devices

基　　金：江苏高校哲学社会科学研究一般项目(2021SJA0719)。

摘　　要：电子商务的迅猛发展致使电子服务在更多领域中的作用越来越大,因此电子服务质量的发展水平成为了电子商务企业成败的关键因素。电子商务服务满意度作为影响电子商务企业绩效的关键因素,成为了学术界的研究热点。首先运用模糊综合评价建立服务满意度综合评价模型,以及电商和物流业绩的综合评价模型,并在此基础上采用随机森林算法对模糊综合评价模型进行改进。在开源的电子商务商品评论语料上的实验表明,所提出的满意度评价模型是有效的,可以依据本文所建立的模型,对电商以及运作给出相应的建议。The rapid development of e-commerce has led to the increasing role of e-services in more fields. Therefore, the development of e-service quality has become the key factor for the success of e-commerce enterprises. E-commerce service satisfaction as a key factor affecting the performance of e-commerce enterprises, has become a research hot spot in academia. A comprehensive evaluation model of service satisfaction is established by fuzzy comprehensive evaluation. On this basis, the random forest algorithm is used to improve the fuzzy comprehensive evaluation model. Experiments on the open source e-commerce review corpus show that the satisfaction evaluation model proposed is effective. Therefore, corresponding suggestions based on the model can be given to the operation of e-commerce.

关 键 词：电子商务满意度 评价指标体系 模糊综合评价 随机森林 

分 类 号：F713.36[经济管理—产业经济]