基于文本挖掘的生鲜电商物流服务质量评价研究  

RESEARCH ON THE EVALUATION OF LOGISTICS SERVICE QUALITY OF FRESH E-COMMERCE BASED ON TEXT MINING

作　　者：周传华[1] 陆张媛 ZHOU Chuan-hua;LU Zhang-yuan(School of Management Science and Engineering,Anhui University of Technology,Ma′anshan 243032,China)

机构地区：[1]安徽工业大学管理科学与工程学院,安徽马鞍山243032

出　　处：《南阳理工学院学报》2025年第2期22-26,共5页Journal of Nanyang Institute of Technology

基　　金：国家自然科学基金(71772002,61702006)。

摘　　要：针对在线评论文本反映物流服务质量的问题,利用Python选取京东生鲜商品在线评论为研究对象,基于爬虫、TF-IDF算法、SnowNLP情感分类以及LDA主题特征分析等方法,对京东生鲜物流相关在线评论数据进行情感分析和主题分析。研究结果显示:消费者对于京东生鲜物流所持态度以积极情绪为主,但是对客服、质量、快递、包装等影响因素却表达了较多的消极情绪,同时,物流的及时性和便利性、包装的保鲜性、冷链技术的有效性、对消费者的服务响应这5个维度是影响物流服务质量的主要因素。To address the issue of online review texts reflecting the quality of logistics services,Python was used to select JD Fresh Product online reviews as the research object.Based on methods such as web crawling,TF-IDF algorithm,SnowNLP sentiment classification,and LDA topic feature analysis,sentiment analysis and topic feature analysis were conducted on JD Fresh Logistics related online review data.The results show that consumers have a positive attitude towards JD Fresh Logistics,but they express more negative emotions towards factors such as customer service,quality,express delivery,and packaging.At the same time,the timeliness and convenience of logistics,freshness of packaging,effectiveness of cold chain technology,and service response to consumers are the main factors affecting the quality of logistics services.

关 键 词：生鲜在线评论 物流服务质量 情感分析 LDA主题模型 

分 类 号：F252[经济管理—国民经济]