Research On Strategies To Improve Express Service Satisfaction Based On Text Sentiment Analysi

With the upgrading of consumption in recent years,for delivery,the service demand of consumers is changing,is not only basic services,personalized high-end service has become the consumption demand of consumers have come to expect,and can express enterprise competitiveness,the decisive factor to promote the development of the future depends on how well express service.Consumers in a certain sense determine the development of market competition,express delivery enterprises take consumers as the leading direction,improve the quality of their business,can ensure long-term development in the future.Therefore,with regard to users’ opinions on their express delivery business,express delivery companies need to grasp more accurately so as to obtain users’ evaluation of their express delivery business.This problem cannot be solved simply through conventional survey and questionnaire methods.Due to the rapid development of network information technology in enterprise informatization,users can give rich feedback and evaluation on the corresponding online services of enterprises,providing an information basis for such evaluation,so that users can timely and accurately grasp the comments on express services.Based on this,this paper will take the online evaluation of express service as the information source,and provide text emotional analysis to solve the problems of express service satisfaction evaluation and countermeasures of express companies.First of all,this article through the in-depth research of predecessors to express business development for reference,adopt the model of service quality and customer satisfaction evaluation model,established a relatively complete courier service satisfaction evaluation of the initial indicators,the index system covers the tangibility,reliability,responsiveness,assurance,empathy,informational six dimensions.Further through analyzing big data analysis research,based on the relevant documents of Courier service standards and express the characteristics of the service itself,and use the word2 vec index seed word matching method to calculate the initial express service satisfaction indicators associated with all comments on consumer evaluation unit number,further,on the basis of considering the frequency,The traditional analytic hierarchy process is perfected,the weight and relative weight of service evaluation indexes at each level are calculated,the keywords are screened,and the final evaluation index of express service satisfaction is determined.Through the establishment of emotional analysis of the SVM,in three links,for example the express service satisfaction evaluation index determination,compares the four express company analysis,and provides a reasonable opinions for analysis conclusion,at the same time for the company to improve its service quality,such as how to deal with the crisis and opportunity given corresponding guiding significance.It also provides the basis for consumers to choose express delivery companies for delivery services.