京东生鲜物流客户满意度测评研究

his paper constructed a JD(Jing dong) fresh logistics customer satisfaction measurement model based on the text content of fresh logistics reviews on JD platform. This paper used web crawlers and word frequency statistics to extract JD fresh logistics evaluation indexes, combines hierarchical analysis and expert experience to get the weights of each evaluation index, and then used GooSeeker software to perform sentiment analysis on the comments of each evaluation index, and finally combined the weights and scores to measure JD fresh logistics customer satisfaction. The evaluation results showed that in JD fresh logistics customer satisfaction, customers are most concerned about completeness, least concerned about friendliness, most satisfied with timeliness and least satisfied with reliability, and the JD fresh logistics customer satisfaction measurement values are obtained.