Research On Customer Satisfaction Of Online Takeaway Based On Customer Reviews And Ratings

In recent years,with the rapid development of mobile Internet and electronic commerce,O2O(Online to Offline)appeared as a new mode and accepted by the customers gradually.In the O2 O mode,O2 O takeaway has rapidly developed because it grasps the actual needs of customers in their daily lives deeply.As O2 O takeaway is an emerging industry,when the size of the market continues to expand,customers also have a lot of dissatisfaction to O2 O takeaway,and dissatisfaction of customers affect the development of O2 O takeaway businesses directly.However,it's difficult for O2 O takeaway businesses to grasp the pain points of users accurately because of colossal number of the customers and their different requirements for O2 O takeaway businesses.Therefore,analysing the satisfaction of overall customers and single customer can help businesses to grasp the needs of customers accurately,and design a comprehensive and targeted development and marketing strategy and improve their core competitiveness.At present,the research on O2 O customer satisfaction always based on questionnaire and interview,but the data collected by the investigator is limited and is not the immediate feedback of customers after dinner,so it can not reflect the true satisfaction of O2 O takeaway customers roundly.In this study,the latest reviews and ratings of O2 O takeaway customers are taken as the research object.At first,we segment customer reviews and dig out the keywords of customer reviews,then,we use word2 vec to analyze the customer satisfaction factors and TF-IDF method to calculate the weight of each factor,using SQL to analyze the degree of satisfaction of O2 O takeaway customers on various influencing factors,after that,the fuzzy synthetic evaluation method is used to analyze the current overall satisfaction of O2 O takeaway customers,then we can make recommendations for marketing strategies.According to the evaluation words and emotional tendencies in a single customer review,the satisfaction evaluation model on a single O2 O takeaway customer is established.At last,we analyze the customer reviews and ratings collected from the takeaway apps and interview O2 O takeaway customers,the model can be verified.In recent years,there is little research on analyzing customer satisfaction by using customer reviews and ratings,and little research on satisfaction of a single customer.Therefore,the research results of this paper will have a wider representation,on the one hand,we analyzed the overall satisfaction of O2 O takeawaycustomers.On the other hand,we established a satisfaction evaluation model on a single O2 O takeaway customer,it can help takeaway businesses to improve their own competition and develop effective development strategies.