Evaluation of Fresh Logistics Service Quality Based on Text Mining
Based on the SERVQUAL theory,LSQ theory,and researches on the characteristics of the fresh product e-commerce,we formulated the evaluation form of the logistics service quality for B2C fresh product e-commerce from six dimensions,namely economy,reliability,information,empathy,timeliness and convenience.Then,we selected two products with the highest number of comments on JD Fresh platform and crawled the relevant data.Then we used jieba.cut for word segmentation and frequency statistics,and used python to implement word segmentation for the online comments.Next,by filtering the online comments,we obtained the logistics keywords,and mapped them into each indicator.Also,we calculated the TF-IDF weight of each indicator based on the weight of the keywords,and got the emotional score of each indicator through the com-ment emotion score corresponding to the keywords.Finally,we got the score of logistics service quality based on the indicator weight,TF-IDF weight and emotion score which is then used in the quality evaluation of the B2C fresh product e-commerce logistics services.The research result shows that reliability score ranks first,indicating consumers'high satisfaction and at-tention to it.The low information score indicates that consumers have a low degree of attention and satisfac-tion with information,so JD Fresh should improve the logistics information system,automatically update the logistics information in real time,and strengthen the timely feedback of the logistics information.Consumers pay little attention to the price of logistics and services,but their satisfaction is relatively high,so JD Fresh should continue to improve its logistics service ability,pay attention to the adverse effect of return and ex-change costs,and improve the return and exchange policy.Logistics speed has received high attention and satis-faction,so JD Fresh should constantly improve the logistics system,plan a reasonable transportation route with big data and intelligent algorithm,find the most economical transportation mode,shorten the distribution time,strengthen the supervision and management of warehousing,and improve the construction of after-sales service team.Consumers'attention to empathy is not enough,but their satisfaction is high,so logistics service workers at JD Fresh should continue to maintain a good service image and service attitude,and provide con-sumers with personalized logistics services.Customers'attention and satisfaction to the convenience of logistics service is not high,so JD Fresh can adopt a variety of delivery and pick-up methods,diversify the distribution of service outlets,expand their service scope,and enable fast pick-up with an automated pick-up system.At the same time,JD Fresh can narrow the time window of door-to-door delivery and increase delivery accura-cy to eliminate reruns.Also,JD Fresh can improve the acceptance rate of return and exchange of goods at the time of delivery through reasonable planning.This paper could provide reference for the evaluation of fresh product e-commerce logistics services,and help fresh e-commerce logistics enterprises improve the quality of logistics services.
logistics service qualityfresh e-commerceonline commentTF-IDF weightemotional score