基于回头客在线评论的餐饮消费满意度影响因素分析

线上餐饮平台兴起后,更多的消费者选择在网上订餐,在线评论数据量急剧增加.大量的评论数据背后隐藏着消费者对于美食的满意度因素,这些文本数据客观地反映了消费者的满意度情况,其中,回头客再次选择的因素更加值得餐饮商家关注.文章以美团网站五种餐饮类别的50 000条数据为研究对象,对文本数据进行词频统计、语义网络图和系统聚类分析,认为影响回头客满意度的主要因素依次为餐品味道、菜品种类、服务态度、环境整洁及价格实惠.

Analysis of Influencing Factors on Satisfaction of Catering Consumption based on Online Reviews of Returned Customers

The rise of online catering platforms has enabled more consumers to choose to order online, resulting in a sharp increase in online review data. The large amount of review data hides consumers'' satisfaction with food. These text data objectively reflect consumers'' satisfaction. Among them, the factors that make the returned customers choose again are more worthy of attention for catering businesses. This paper takes 50 000 pieces of data from five catering categories on the Meituan website as the research object. Through word frequency statistics, semantic network graphs and systematic clustering analysis of text data, it is concluded that the main factors determining the satisfaction of returned customers are in the following sequence:food taste, variety of dishes, service attitude, clean environment and affordable prices.