Deconstructing Consumer Demand for Express Delivery Service Quality from the Perspective of Social Media
Evaluating the quality of express delivery services is crucial for improving consumer satisfaction and loyalty.This study adopts web text mining methods to analyze 5,000 express delivery service comments from Sina Weibo.The reverse fishbone diagram and user demand tree model are used to analyze the functions of express delivery service evaluation.The TF-IDF(Term Frequency-Inverse Document Frequency)and Word2Vec models are then applied to extract high-frequency words and their related terms.Consumer needs and concerns regarding express delivery services are visualized from five dimensions:basic services,appointment collection and delivery services,price services,information services,and after-sales services.The findings reveal that consumers'core needs for express delivery services are reflected in delivery timeliness,service convenience,personalized customization,information interactivity,and complaint handling efficiency.Express companies need to comprehensively improve service levels,strengthen information and intelligent construction,optimize service processes,and provide consumers with high-quality and high-experience express services.This study provides new ideas and methods for express delivery companies to improve service quality and enhance consumer satisfaction.
express delivery service qualityweb text miningdemand analysishigh-frequency words extractionvisualization
万方数据
维普
