基于真实评价数据对大型电商平台顾客满意度的体验构成要素及情感判断研究.docVIP

PAGE PAGE 37 基于真实评价数据对大型电商平台顾客满意度的体验构成要素及情感判断研究 摘要：近年来，中国的电子商务飞速发展，各领域的应用不断拓展和深化、相关服务业蓬勃发展、支撑体系不断健全完善、创新的动力和能力不断增强。尤其对于大型的电商平台，顾客购买体验的满意度间接甚至直接影响了电商企业的发展。 本文从电子商务的背景出发，探讨了大型电商平台顾客体验构成要素及情感判断。利用网络矿工软件来收取京东商城、天猫和国美在线三家大型电商平台的真实评论作为数据来源，通过对客户网购评论词汇的分析整理，得出构成以及影响电商平台客户满意度指标体系的12个指标及满意度指标值，采用层次分析法对满意度指标进行进一步计算处理。最后统计分析得出相应结论，并提出建议，进而来改进电商的体验服务和情感，提高顾客满意度。 关键词：电子商务，顾客满意度，满意度指标，网络矿工，体验服务 A Study on Experience Constituent Elements and Emotional Judgment for Customer Satisfaction Based on Reliable Evaluating Data of Large E-commerce Platform Abstract: In recent years, the development pace of Chinese E-commerce and applications continue to expand and deepen in various fields and the development of related service industry and the improvement of supporting system and innovation motivation and ability. Especially for large E-commerce Platform, Customers satisfaction of buying experience which will indirectly even directly affect the development of the E-commerce Platform. Starting from the background of the E-commerce in this paper, we explored experience constituent elements and emotional judgment of the large E-commerce platform. Using the software of Wangluo kuanggong to collect reliable valuate data of the JD and Tmall and gome. Through the analysis of customer online review vocabulary, then we work out what influence customer satisfaction of 12 index and satisfaction index value in E-commerce platform. Next we process the satisfaction index by use of the Analytic Hierarchy Process. At last, we analyze the corresponding conclusions and make suggestions. And then to improve the E-commerce experience and emotions which will improve the customer satisfaction. Keywords: E-commerce;Customer satisfaction; Satisfaction index; software of Wangluo Kuanggong; E-commerce experience 第1章绪论 1.1 课题背景 自1994年中国接入国际互联网以来，我国的互联网已经历了二十个年头。与此同时，作为在互联网中最重要的版块，从1997年起，电子商务不经意间已经走过了十八个年头，那么什么是电子商务呢？电子商务是指通过互联网、企业内部网以及增值网上以电子交易的形式进行交易行为和相关服务的行为，并且把传统商业行为中各环节进行了电子化、网络化。 我国电子商务的发展可以分为五个时期：分别为起步期、