A Study On Customer Satisfaction Research Based On Online Mobile Phone Sales Data

With the rapid development of e-commerce,online sales have become the main mode of vendor sales.Judging from the main online sales channels such as Jingdong and Taobao,the display characteristics of this model determine that the customer satisfaction level of the products is widely spread,and the customer satisfaction becomes the main indicator that affects the customer's purchasing behavior.In such a sales model,improving customer satisfaction is an important means for online merchants to improve sales.This paper takes customer satisfaction as the research index,and uses the online mobile phone sales data to deeply explore the influencing factors and characteristics of mobile phone user satisfaction,which provides theoretical support and feasible methods for merchants to improve customer satisfaction.This article takes Jingdong Mall as the research platform,mobile phone sales data as the research object,text mining as the main research method,using Python software to climb the Jingdong Mall mobile phone sales page comment data,and through R software to achieve an orderly classification regression of data acquisition,emotion Propensity analysis and LDA topic models.Firstly,the ordered multi-class logistic regression method is used to determine the indicators that affect the satisfaction of mobile phone consumers in online mobile phone sales data.Secondly,according to the online commodity review data,the lexical sentiment analysis method is used to complete the classification of positive and negative emotional comments,and the positive and negative emotional review keywords are determined.Then the LDA theme model method is used to extract the positive and negative comments respectively to determine the mobile phone consumers.The main characteristics of satisfaction impact are mobile logistics,mobile phone screen,mobile phone battery,mobile phone camera,mobile phone system and mobile phone performance.Finally,based on the extracted key features,the comprehensive emotional score of the mobile phone is calculated,and the online brand mobile phone is imaged.According to the consumer satisfaction theory and the empirical research on online mobile phone sales data,this paper believes that: First,mobile phone satisfaction is affected by many factors,and the impact is different.Second,the buyer's satisfaction with mobile phones is concentrated.In the positive and negative comments keywords;third,logistics,systems,performance,camera,battery and screen are the main characteristics of mobile phone users;Fourth,Huawei mobile phones are leading in the main features,other brands of mobile phones are There is a need to improve.Based on the above analysis results,we propose: First,the business should improve the product according to the factors affecting consumer satisfaction;second,the business should focus on mobile phone camera,fingerprint,charging,logistics,battery,and improve product quality;third,All brands of mobile phone companies should play their own advantages according to their own portraits and improve their deficiencies.Fourth,consumers should consider the characteristics of mobile phones and rational consumption according to their actual needs.