Customer Experience Satisfaction Research Based On Text Mining Technology

With the popularization of network,the rapid development of online shopping,More and more consumers choose online shopping.After the customer completes the online shopping,customer will publish the shopping experience in a critical way.The comments contain a large number of useful information on the business.Meanwhile,market competition accelerates development,enterprises pay more attention to the satisfaction of customer shopping experience.They investment in a large number of resources to obtain customer experience satisfaction.This paper is based on the data mining technology,all comments collected by the spider,using data mining to obtain the factors that affect the customer experience satisfaction.By way of a questionnaire survey to determine whether the customer experience satisfaction influencing factors is effectiveFirstly, the paper introduces the related theory and the main technology of the paper.Introducing the current customer satisfaction model,summarizes the theory of customer satisfaction research and development.Summary of text mining technology,introducing the main technologies used in text mining.Which lays the foundation for the following research.Secondly, according to the Jingdong Bookstore customer reviews page technical characteristics,writing piders program to get comments,removing noise in the comments,doing chinese word segmentation,removing stop words, unrelated words.After it, through extracting the text sentiment feature,statistic the frequency of the word and data classification.According to the results of the treatment, the factors affecting the customer experience satisfaction are summarized.Finally, Influencing factors of customer experience satisfaction are verified by way of a questionnaire survey.By issuing a questionnaire to the Jingdong and the students in the school.Settle the data after the questionnaires is back,After the factor analysis, reliability analysis, correlation analysis and regression analysis, get the influence of customer experience satisfaction.Put forward the suggestions on the development of the Jingdong BookstoreThis study can obtain the factors that influence customer satisfaction from customer reviews.Cutting down the cost of customer experience satisfaction survey.Providing information support for business operations.Providing a decision support for decision maker.And the application fields of text mining are innovative.In the future the research will develop better.