基于文本挖掘的加油站服务评价指标构建方法  

Construction Method of Gas Station Service Evaluation Indexes Based on Text Mining

作　　者：郭彦钢 Guo Yangang

机构地区：[1]中国石化北京石油分公司,北京100022

出　　处：《石油库与加油站》2025年第2期17-21,M0003,共6页Oil Depot And Gas Station

摘　　要：为了有效管理和提升服务质量,通过分析客户评价数据、提取关键词,并对服务指标进行分类量化,最终形成加油站评价指标。提出了一种二阶段算法模型:第一阶段文本挖掘,采用评价文本形成关键词,从中挖掘出各评价主体的特征词;第二阶段量化评分,针对特征词形成评价二级指标分数,再通过热度加权得到加油站的整体服务一级评价指标。并以某石化销售公司为例,构建一套自动化、智能化的加油站服务指标评价体系,包括加油站服务态度、加油站服务时间、便利店服务、洗车服务、厕所卫生、其他服务。结果表明,该评价指标体系能够有效地支持管理决策,提供针对性的服务优化方向,帮助加油站提升客户的满意度和忠诚度。In order to effectively manage and improve the service quality,the gas station evaluation indexes are formed by analyzing customer evaluation data,extracting keywords,and classifying and quantizing the service indexes.A two-phase algorithm model is proposed:the first phase is text mining by using evaluation text to form keywords,from which the feature words of each evaluation subject are mined;in the second stage,quantitative scoring is carried out to form a two-level index score for the evaluation of the feature words,and then the first-level evaluation index for the overall service of the gas station is obtained through heat weighting.Taking a petrochemical sales company as an example,an automatic and intelligent gas station service index evaluation system is established,including service attitude,service hours,convenience store services,car wash services,toilet sanitation,and other services.The results show that the evaluation index system can effectively support management decisions,provide targeted service optimization direction,and help gas stations to improve customer satisfaction and loyalty.

关 键 词：加油站服务 文本挖掘 服务评价 

分 类 号：F42[经济管理—产业经济]