Research On The Influencing Factors Of Customer Satisfaction Of Brand Air Conditioning Based On Online Comments

With the rapid development of Internet technology,convenient mobile payment and continuous progress of logistics industry,e-commerce platform has accumulated a large amount of online reviews data.How to extract valuable content from these comments has become a hot research topic in e-commerce logistics industry recently.Data mining online reviews the implicit value,has great theoretical and practical significance for consumers and business platform.Based on the theory of big data,customer satisfaction and Bayesian network model,this paper takes the top five brands of air-conditioning in Beijing East in 2018 as the research object,and obtains more than 5000 online reviews of brand air-conditioning products by using network data grabbing software.By reviewing high-frequency vocabulary extraction and data preprocessing methods,ten characteristic variables affecting customer satisfaction were selected.According to the Likert scale,the online comment data are processed quantitatively,and the Bayesian network model of customer satisfaction of brand air conditioning based on characteristic variables as nodes is constructed.The structure relationship of Bayesian network model of air conditioning satisfaction of each brand is analyzed.The conditional probability distribution of each child node under its parent node event is calculated,and the importance ranking table of each characteristic factor variable to satisfaction is identified and output.The research shows that among the five selected brand air conditioners,the characteristic variables affecting customer satisfaction are:heating and cooling effect,energy consumption,price,mute,installation service,appearance,power,after-sales,word of mouth,logistics.The customer for product evaluation is not limited to a single attribute,but also embodies the interrelated properties of goods.Customers pay most attention to the attributes of brand air-conditioning in order of cooling and heating effect,energy consumption and mute attributes.The importance of influencing factors of customer satisfaction of different brand air-conditioning is slightly different.Consumer preferences for different brands,both with the attributes of the product itself,and is closely related to business platform marketing strategy,logistics mode.E-commerce platform can formulate precise marketing strategies to improve customer satisfaction according to the key factors affecting customer satisfaction.Figure[28]table[44]reference[50]...