Research On Influencing Factors Of Customer Satisfaction Based On Jingdong Mobile Online Review

With the rapid development of e-commerce economy in today's society,the scale of online shopping and the number of online purchases are gradually expanding.Each e-commerce platform generates a large amount of online review information.How to extract useful information from massive semi-structured or even unstructured review information has become a hot spot in recent research.Therefore,e-commerce online review information mining based on big data technology is very important for businesses and platforms.Based on the theories of online reviews,customer satisfaction,and data mining,this article selected JD.Analyze the e-commerce customer satisfaction from the factors of goods,platform,logistics,etc.,classify and select the selected mobile phone products,use crawler software to crawl nearly 5000 online reviews of five products.Through data cleaning,high-frequency word extraction and counting data processing,etc.,13 feature factor variables that have a certain influence on customer satisfaction are finally determined,emotional lexicons and quantitative scoring standards are established,and the original data is converted into structured data.The quantified product feature factor data was imported into Clementine,the latest Bayesian data analysis software,and the Bayesian network model structure of each product was established.Calculate the conditional probability distribution of each child node under its parent node event,and output the importance ranking table of each feature factor to satisfaction degree.The artificial neural network model was established using the original data,and the accuracy of the Bayesian network model was compared and analyzed.The model was tested by comparison and analysis.The results show that among the five mobile phones selected,consumers are most concerned with the appearance attributes,logistics,performance attributes,and price attributes of the products.At the same time,the customer's evaluation of product attributes is not limited to this attribute,and its related nodes,especially parent attributes,have a greater impact on child nodes.The research results show that customers have the same focus on the attributes of mobile phones,but also have their own personalized needs.The research results show that the key factors of the e-commerce platform mobile phone sales satisfaction are the appearance attributes,logistics,performance attributes and price attributes.E-commerce platforms and merchants should formulate marketing strategies and product designs based on key consumer influence factors such as consumer preferences,product attributes,functions,and logistics,so as to achieve accurate marketing.