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Study on Evaluation Jingdong mall customer satisfaction based on opinion mining

Author: WangXiaoYing
Tutor: XiaoJianHua
School: Wuyi University
Course: Systems Engineering
Keywords: opinion mining sentiment orientation analysis fuzzy comprehensiveassessment of satisfaction
CLC: TP391.1
Type: Master's thesis
Year: 2013
Downloads: 91
Quote: 0
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Abstract


Internet has some advantages such as high interactivation, convenience, transparency and personalization, These advantages make more and more businesses and consumers like online trade. But at the same time, the characteristics of the internet transaction environment is virtual and anonymous, so that consumers have concerns about online shopping risk. online product reviews as consumers’ real shopping experience and use notes, and meanwhile as an important way to spread the product reliability and the credit,it has certain reference value for potential consumers to purchase goods and choose businessmen when deciding purchase, which can reduce online shopping perceived risk.Firstly, the paper systematically states customer satisfaction, opinion mining theory and multi-level fuzzy comprehensive evaluation method and other related theories.Secondly,it establish sentiment analysis model of e-commerce sites and extract Jingdong Mall online comments, then it uses opinion mining method to extract attribution and sentiment analysis on product reviews, which obtains relevant data of matching attributes and emotional words. Finally it builds satisfaction evaluation index system of Jingdong Mall and utilizes the multilevel fuzzy comprehensive evaluation method to calculate the consumer satisfaction value of Jingdong Mall, which provides reference for the Jingdong Mall to improve management and the implement network marketing strategy.

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer applications > Information processing (information processing) > Text Processing
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