数字经济时代客户通信需求的分析与演化  

Analysis and Evolution of Customer Communication Needs in the Digital Economy Era

作　　者：王荫鹏 倪静[1] Yinpeng Wang;Jing Ni(Business School,University of Shanghai for Science and Technology,Shanghai)

机构地区：[1]上海理工大学管理学院,上海

出　　处：《建模与仿真》2025年第1期1187-1199,共13页Modeling and Simulation

摘　　要：本文通过对2022~2024年移动通信领域客户投诉数据的深入分析,探讨了客户诉求的演变趋势和主题演化路径。利用Lda2vec模型和余弦相似度计算,通过LDAvis交互式可视化系统研究发现客户投诉的焦点从具体的技术问题,如设备使用和户线中断,转向了服务层面的问题,最终关注于上网质量这一宏观议题。文章分析了活动服务、户线中断和设备帮助三大主题的投诉数据,揭示了用户需求的变化和技术进步的推动作用。研究结果表明,随着数字经济的发展和家庭办公、在线教育的普及,用户对网络稳定性和上网体验的期望不断提升。同时,用户对服务的透明度、真实性和费用透明度的要求也越来越高。服务提供商面临的挑战在于如何适应这些变化,提供更高质量的服务,同时也面临着通过更好地理解和满足用户需求来提升用户满意度和忠诚度的机遇。This paper conducts an in-depth analysis of customer complaints in the mobile communications sector from 2022 to 2024,exploring the evolution of customer demands and thematic pathways.Utilizing the Lda2vecs model and cosine similarity calculations,combined with the LDAvis interactive visualization system,the study reveals that customer complaints have shifted focus from specific technical issues,such as device usage and line interruptions,to service-level concerns,ultimately converging on the broader topic of internet quality.The paper analyzes complaint data related to three major themes—service activities,line interruptions,and device assistance—unveiling the changing user needs and the driving role of technological advancements.The findings indicate that with the development of the digital economy and the increasing prevalence of remote work and online education,user expectations for network stability and internet experience have significantly risen.Additionally,users demand greater transparency,authenticity,and clarity regarding service fees.Service providers face challenges in adapting to these evolving expectations while also encountering opportunities to enhance user satisfaction and loyalty by better understanding and addressing user needs.

关 键 词：Lda2vec 主题挖掘 主题演化 客户投诉 中国通信 

分 类 号：F626[经济管理—产业经济]