文献类型：期刊文献

英文题名：The evaluation of customer experience using BP neural network-taking catering O2O takeout

作者：Pei, Yi-Lei[1];Li, Dan-Dan[1];Xue, Wan-Xin[1]

第一作者：裴一蕾

通讯作者：Li, DD[1]

机构：[1]Beijing Union Univ, Management Coll, Dept E Commerce, Beijing 100101, Peoples R China

第一机构：北京联合大学管理学院

通讯机构：[1]corresponding author), Beijing Union Univ, Management Coll, Dept E Commerce, Beijing 100101, Peoples R China.|[1141755]北京联合大学管理学院;[11417]北京联合大学;

年份：2020

卷号：32

期号：23

外文期刊名：CONCURRENCY AND COMPUTATION-PRACTICE & EXPERIENCE

收录：;WOS:【SSCI(收录号:WOS:000493288900001)，SCI-EXPANDED(收录号:WOS:000493288900001)】；

基金：Beijing Social Science Fund, Grant/Award Number: 17GLC050; Premium Funding Project for Academic Human Resources Development in Beijing Union University, Grant/Award Number: BPHR2018CS14

语种：英文

外文关键词：BP neural network model; catering O2O takeout; customer experience; evaluation

摘要：In China, catering O2O takeout develops rapidly; thus, there is the fierce competition in the catering O2O industry. More and more catering O2O takeout platforms focus on customer experience, especially service experience in distribution link, so it is extremely necessary to evaluate customer experience of catering O2O takeout in China scientifically and reasonably. This paper establishes a customer experience evaluation index system from the perspectives of O2O takeout platform, delivery staff, and distribution process. This paper uses the BP Neural Network Model to evaluate customer experience of catering O2O takeout, uses Principal Component Analysis to extract principal components as the input of BP neural network model, and uses the model of MATLAB Neural Network Toolbox to conduct the training simulation with customer experience data. The results show that the model can evaluate customer experience of catering O2O takeout. The analysis in this paper provides a new evaluation method of customer experience for catering O2O takeout in China.