Research On Express Service Quality Evaluation Based On Online Review Data Mining

In recent years,my country’s express delivery industry has developed rapidly,and express delivery services have become an indispensable part of people’s lives.However,despite the great achievements,there are still many deficiencies in my country’s express delivery industry.How to provide efficient,reliable and safe express delivery services has become a problem that express delivery companies must face and solve.The existence of these problems not only brings consumers It has brought great inconvenience and loss,and also restricted the healthy development of the entire express delivery industry.Therefore,it is the key to the sustainable development of the express industry to study the factors that affect the express service and find ways to improve the service quality.This paper uses online comment corpus as the data source,and uses text mining technology to propose a method for express service quality evaluation,so as to improve the problems of long survey period and low recovery rate in traditional questionnaires.Because online comment data has the advantages of large data volume and strong realtime performance,it can help the express delivery industry better understand customer feedback and needs,and promote the overall competitiveness of my country’s express delivery industry,so as to better adapt to the global market.First of all,through the collection and reading of relevant domestic and foreign literature,learn the theoretical knowledge and technology related to the service quality evaluation system,learn from the SERVQUAL model and LSQ scale,and combine the current situation of the development of China’s express delivery industry to establish an initial evaluation index system for service quality;Then use the crawler software to obtain the online comment corpus of six representative express delivery companies: SF Express,Zhongtong,Yuantong,Yunda,Shentong,and Jitu,and perform data cleaning,sentence segmentation,stop word removal,and Part-of-speech tagging and other processing,adjust the initial evaluation index system according to the classification results of high-frequency keyword extraction,and finally establish a comprehensive evaluation system that includes the overall enterprise,courier,price,timeliness,intelligent informatization,security,and customer experience services.An express service quality evaluation index system with 7 dimensions and 20 indicators;finally,LTP is used to extract the results of the dependent syntactic analysis of the comment corpus and design the evaluation unit extraction rules.After building a variety of emotional dictionaries and emotional strength calculation rules,the calculation of emotional strength is completed And the identification of evaluation indicators,and according to the emotional score of the evaluation indicators,a targeted improvement plan is proposed.The results of this evaluation study tend to be consistent with the latest express service satisfaction survey announcement issued by the State Post Bureau,which reflects the effectiveness and practicability of this study from the side.It is of guiding significance to optimize the service process,improve service quality,enhance customer experience,and improve the comprehensive level of my country’s express delivery industry.