Research On The Factors Affecting Customer Satisfaction Logistics Based On Online Reviews Of Rice Products

In recent years,shopping online trading volume has been growing rapidly.With the arrival of the fourth e-commerce boom in China--the e-commerce era of agricultural products,online purchasing of agricultural products has become an increasingly common phenomenon.As one of the feedback after customer shopping,online comments can well reflect the level of customer perception,and the information contained in them is especially important for the benign development of enterprises.Based on the online comment data of rice products,mining the elements of consumer perception can provide guiding strategies for rice production and sales enterprises to constantly improve their service quality.Among them,logistics elements occupy the first place in service elements and contain the largest number of emotional words.Therefore,the research on some specific factors affecting customer satisfaction in logistics has practical significance and is crucial to improve customer satisfaction.Through the processing and analysis of online reviews of rice products,the paper studies and clarifies the logistics factors that have significant impact on customer satisfaction,so as to build a reasonable rice product logistics system,formulate effective logistics plans to meet customer needs,and continuously improve the quality and level of logistics services.Main research contents include:(1)On the basis of relevant theories,the difference between online comments and traditional word of mouth is analyzed,the importance of customer satisfaction is clarified,and logistics factors are analyzed to be an important indicator of customer satisfaction.(2)Taking the online customer reviews of Jingdong Mall rice products as the research object,the text mining method was used for data cleaning and word frequency statistics,and the content elements contained in the online review of rice agricultural products were identified,and the key elements of four comments from the perspective of consumer perception were mined.(3)Based on the online review data,the empirical research method is used to further extract the comments related to the logistics elements,and the tendency of researching the logisti cs review texts is discriminated,and the satisfaction table of the logistics influencing factors is constructed.(4)Based on Bayesian theory,the Bayesian network model of customer satisfaction is constructed,and the relationship between logistics factor s and customer satisfaction is analyzed to determine the specific logistics factors that have an important impact on customer satisfaction.The research results show that the six logistics factors affecting customer satisfaction andtheir impact are sorted as the quality of the delivery service,the reasonableness of the freight,the timely delivery,the timely delivery,the logistics timeliness,and the integrity of the packaging.In view of the research conclusions,from the perspective of consumer satisf action,the merchants and logistics companies are proposed to further improve the value perception of logistics.