Research On Consumer Satisfaction Evaluation Of Fresh Electricity Consumer

Nowadays,The continuous improvement of social living standards and the lack of leisure time have become a new norm for ordinary people in the society.Online shopping has become a new channel for people to pursue quality of life.As a new blue ocean of e-commerce,fresh e-commerce attracts all types of companies and platforms to compete,but its weaknesses are gradually magnified in the consumer experience.Therefore,it is important to grasp the satisfaction of consumers timely and consummate the customer’s shopping experience,which help improve customer satisfaction.Only in this way can they attract and retain more customers.Also,it is the key to the long-term survival and corporate performance of fresh e-commerce companies.After reading a large amount of related literature on e-commerce consumer satisfaction,I found that despite the rapid development of e-commerce in China,the academic community is still at the initial stage of research on how online review information reflects consumer satisfaction.Researching online review on e-commerce companies to grasp consumer satisfaction feedback timely and establish a complete satisfaction evaluation mechanism is of great significance.Only by maximizing consumer satisfaction can companies stand out from the fierce competition.This paper takes the current fast-growing fresh electronic commerce as the research object,taking Jingdong Fresh as an example.With the help of webpage information grabbing tool,I grabbed 15,516 online review messages from Jingdong Fresh.Then,the information grabbed are processed and quantified.This article uses ROST Content Mining as an analysis tool to analyze the online review text,explore the main important factors of consumer satisfaction.After that build a satisfaction evaluation system based on the extraction of high frequency words.By study a large number of scholars on e-commerce satisfaction literature research and combine the characteristics of fresh e-commerce,The system eventually build,which includes five aspects--convenience,professionalism,reliability,caring,responsive.It is more suitable for fresh e-commerce.In the application process of the evaluation system,the AHP was adopted to determine the weights of the indicators at all levels;in the evaluation method,the fuzzy comprehensive evaluation method was used to calculate the Jingdong Fresh Consumer Satisfaction Survey results.Finally,the evaluation results of Jingdong Fresh Consumer Satisfaction are analyzed.Based on the Survey results and analysis contents of online reviews,some suggestions are put forward for fresh ecommerce enterprises to improve consumer satisfaction.