Assessing customer satisfaction of O2O takeaway based on online reviews by integrating fuzzy comprehensive evaluation with AHP and probabilistic linguistic term sets

Abstract

In recent years, O2O takeaway has a rapid development with increasingly fierce market competitions. The online reviews of these takeaway platforms give restaurants an opportunity to better understand their customers and find their own shortages. However, how to dig customer satisfaction information from online reviews of restaurants is a challenge. Therefore, we establish an O2O takeaway customer satisfaction evaluation system and evaluate the satisfaction degree for restaurants by analyzing online reviews. First, we use European customer satisfaction index and Service performance-aware service quality measurement method as a logical framework. Meantime, we adopt content analysis to construct the evaluation system of customer satisfaction. Taking probabilistic linguistic term sets and the frequency into consideration, we improve analytic hierarchy process and develop a combination way to calculate the index weights of the evaluation system. The fuzzy comprehensive evaluation method is further designed to calculate the customer satisfaction level. Finally, we have an empirical analysis on Meituan and Ele.me platforms to validate our method.