In order to explore the direction of improving the service quality of Zhongtong Express,this paper crawled the review data from the App Store,combined the user rating and emotional analysis model to classify the review texts by emotional classification,determined that there are three topics based on the perplexity index after data preprocessing that customers complain about,which are logistics speed,service personnel attitude,and software stability.Corresponding improvement suggestions were put forward to provide certain guidance for the improvement of Zhongtong Express service quality.
维普
万方数据