User Evaluation Of Fresh E-commerce Service Design

In the context of the transformation from "product economy" to "service economy" and building a service-oriented society,service design has developed rapidly.Based on the theory of service design system,this study combines quality function deployment(QFD)and importance-performance analysis(IPA)from the user's needs to explore the relationship between customer service expectations and fresh e-commerce service elements.First of all,this study uses Python to perform text mining on online users' evaluation data of fresh e-commerce services,and uses jieba word segmentation tool and TF-IDF keyword extraction technology to process data and obtain online user demand corpus.Then,through the combination of questionnaire survey and user interviews,the offline user needs are extracted.Through the integration of online and offline user requirements,the total demand for fresh e-commerce services is finally obtained.The KJ method and the Kano model are used to summarize,sort and classify user requirements,and the expert scoring method is used to prioritize the importance of user requirements.Secondly,based on the five dimensions and 22 topics of the SERVQUAL scale,combined with the analysis of stakeholder analysis of fresh e-commerce services,user journey maps,etc.,the final determination of fresh e-commerce service elements is obtained through expert scoring methods.The key service element system of fresh e-commerce.Thirdly,the key service elements of fresh e-commerce and the weight of user demand are jointly established to establish a fresh e-commerce quality house,and the weight value of the key service quality elements of the fresh e-commerce is obtained by the method of service design expert scoring.Fourth,through the satisfaction questionnaire survey of users who have experienced the purchase of fresh e-commerce,the performance value of each service element is obtained by the method of triangular fuzzy number.Fifth,the key service factor weight value,service factor performance value and importance-performance analysis(IPA)method obtained by quality function deployment(QFD)are combined to obtain the final fresh e-commerce service evaluation model.Fresh e-commerce service design provides strategic support.Finally,through the case study of the "Essential Tasting Food" fresh e-commerce platform,the design practice is based on the fresh e-commerce service evaluation model.