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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 …