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Service Improvement Analysis Based on User Feedback Evaluations

In: Proceedings of the 2024 2nd International Conference on Digital Economy and Management Science (CDEMS 2024)

Author

Listed:
  • Jichen Wang

    (Beijing Jiaotong University, School of Economics and Management)

  • Shirui Wang

    (Beijing Jiaotong University, School of Economics and Management)

  • Yue Sun

    (Beijing Jiaotong University, School of Computer and Information Technology)

Abstract

With the rise of new environmentally friendly travel modes, shared motorcycles are favored by more and more citizens, but they also often have many problems such as indiscriminate parking, inaccessibility, operational errors and so on, Therefore, the quality of the service needs to be improved. In the study, taking the feedback from shared motorcycle users in City C, a city in China, as the focus, we integrate TF-IDF and LDA topic model for text analysis. The research results show that the problems reflected by consumers are mostly focused on the use of vehicles, positioning accuracy, cost reasonableness, system operation, and other aspects. Given the above problems, suggestions with practical value are proposed to product suppliers and operators from the perspectives of product quality, system optimization, and placement points.

Suggested Citation

  • Jichen Wang & Shirui Wang & Yue Sun, 2024. "Service Improvement Analysis Based on User Feedback Evaluations," Advances in Economics, Business and Management Research, in: Junfeng Liao & Hongbo Li & Edward H. K. Ng (ed.), Proceedings of the 2024 2nd International Conference on Digital Economy and Management Science (CDEMS 2024), pages 188-199, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-488-4_21
    DOI: 10.2991/978-94-6463-488-4_21
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