中文摘要：

在生鲜产品配送过程中,顾客满意度会受到多种因素影响,针对生鲜配送过程中顾客满意度最大化的问题,文中结合生鲜电商网站顾客评论信息,通过挖掘分析了配送过程中影响顾客满意度的主要因素,以此建立生鲜产品配送优化模型,采用遗传算法得出最优配送路径,并通过生鲜配送实例对模型进行了验证和分析。实例验证的结果表明,通过影响顾客满意度的关键因素出发,所建立的优化模型,顾客满意度较高,对生鲜配送过程的优化改善具有一定的理论指导意义。

英文摘要：

In the distribution process of fresh products,the customer satisfaction may be affected by various factors. Aiming at the problem of maximum customer satisfaction,this paper combined with network customer reviews,the main factors which affecting customer satisfaction in the distribution process are analyzed through text mining. Then on the base of these,this paper proposes a method to optimize the distribution route of fresh products. Genetic algorithm is used to solve the problem,and an example is given to validate the model. The result shows that the optimization model which is established on the key factors has a high degree of customer satisfaction,it has a certain theoretical significance for the optimization of fresh products delivery process.