Chen, S., Wang, Y., Han, S. and Lim, M. K. (2021) Evaluation of fresh food logistics service quality using online customer reviews. International Journal of Logistics Research and Applications, (doi: 10.1080/13675567.2021.1998398) (Early Online Publication)
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Abstract
Improving the quality of cold chain logistics services is a great challenge for fresh food e-commerce companies. Traditionally, the evaluation of logistics service quality has been carried out mainly through questionnaire surveys and expert groups, which are time-consuming and laborious. Unlike previous studies, in this study, we used a latent Dirichlet allocation model to explore logistics services using customer reviews on the ‘fresh food’ category of JD.com, one of China’s most popular e-commerce websites. By revising the evaluation index system for logistics service quality, we put forward an evaluation system that covers six dimensions: reliability, security, timeliness, economy, pleasantness and convenience. We then incorporated sentiment analysis technology and the TF-IDF (Term Frequency-Inverse Document Frequency) algorithm to obtain a total score for the service quality of JD’s fresh food logistics. This study provides a reference for other B2C fresh e-commerce enterprises on the implementation of logistics service quality evaluation and management.
Item Type: | Articles |
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Additional Information: | This study was partially supported by National Natural Science Foundation of China [Grant no. 71671152]. |
Status: | Early Online Publication |
Refereed: | Yes |
Glasgow Author(s) Enlighten ID: | Lim, Professor Ming |
Authors: | Chen, S., Wang, Y., Han, S., and Lim, M. K. |
College/School: | College of Social Sciences > Adam Smith Business School > Management |
Journal Name: | International Journal of Logistics Research and Applications |
Publisher: | Taylor and Francis |
ISSN: | 1367-5567 |
ISSN (Online): | 1469-848X |
Published Online: | 05 November 2021 |
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