Research On Service Quality Of Take-out O2O Platform Based On Text Mining

Increasingly along with the way of information and communication media change,between customers and enterprises based on the interaction of the Internet was very common and frequent contact,and the relationship between the two tend to equality,interaction and mutual influence.This kind of information interaction becomes the most important feature of current e-commerce,and also becomes an important source of data for enterprises,which may contain great commercial value.At the same time,with the development of localized e-commerce,the following service issues are becoming more and more interesting.How to enhance the quality of service take-out of O2O enterprises in order to improve their own service quality is of great significance to the sustainable development of enterprises.Based on the background of information generation and communication media,this paper puts forward a strategy for improving service quality of take-out O2O platform based on user reviews.To objectively understand and design services,this article embarks from the SERVQUAL theory,combined with the present situation of the take-out platform build O2O service quality evaluation system.User reviews of unstructured text has carried on the reorganization,participles,put off stop words and so on.Then,theχ~2statistical method is used to select the feature item and vector space model to quantify the training set,a further study using support vector machine(SVM)was carried out on the training set and get classifier.Analysis of each user's commentary on emotional quality,emotional tendency analysis according to the negative word of mouth to determine users care most service users,and then using word frequency analysis,analysis of common words such as data mining technology to find service platform and user expectations are consistent,and specific analysis the cause of the existing quality problem.In view of the existing evaluation problems in the take-out O2O business services,is to enhance business tangible service,strengthen product audit standards,optimize delivery process,strengthen food safety supervision,improve the delivery service feedback of these five suggestions,to further enhance the O2O platform for businesses to provide reference service delivery and service quality.