Research On Customer Satisfaction Of Express Service Industry Based On Text Mining

With the vigorous development of the e-commerce industry,the express delivery service industry has received unprecedented attention and ushered in an unprecedented opportunity for development.Express delivery companies such as STO Express,SF Express,YTO Express etc.have successively ringed the bell and listed,which has injected fresh vitality into the development of China's express service industry.There are many courier companies in China,but the quality of services varies,and different service quality will cause customers to give mixed reviews.This study uses the customer reviews of ten representative express delivery companies in Baidu reputation as research data to study the current status of customer satisfaction in the express delivery service industry,and find out the main factors that affect customer satisfaction.The specific research contents are as follows:(1)We collected 26,043 pieces of effective comment data from Baidu reputation,followed by data preprocessing on the obtained comment text,including Chinese word segmentation,removal of stop words,part-of-speech tagging,etc.(2)Using the TF-IDF method to extract the characteristics of the review text,and from three aspects of the characteristics of the review text data analysis,including feature visualization analysis based on word cloud image,feature association analysis based on semantic network,feature analysis based on LDA theme model.(3)Using the semantic-based sentiment dictionary method,a sentiment word dictionary,a degree adverb dictionary and a negative word dictionary are established and algorithms are designed to calculate the sentiment scores of customer reviews,and an overview of the current status of customer satisfaction in China's express delivery service industry.The results of this study found that the current customer satisfaction status of the express delivery service industry is not optimistic,with a favorable rate of only 41.70%.The main factors affecting customer satisfaction include seven aspects: logistics speed,service attitude(including courier,customer service staff,etc.),telephone service,complaint handling,timeliness(including the timeliness of shipping,delivery,transit,etc.),Logistics information update and charge price.Finally,based on the results,this study puts forward five suggestions for the express delivery service industry to help express delivery enterprises better adjust,improve and improve their own service quality to meet customer expectations and needs and promote the overall service level and service quality of the express delivery service industry.