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基于文本挖掘的生鲜物流服务质量评价

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由在线评论得到的物流服务质量评价结果能够有针对性地提升物流服务质量,对于提升生鲜电商的竞争力极其重要.结合SERVQUAL模式、LSQ模式和生鲜电商特点构建物流服务质量评价模型,以京东生鲜物流作为研究对象,通过python编写爬虫代码爬取京东生鲜消费者评论并进行jieba分词,获得物流高频关键词及其TF-IDF权重,并将关键词映射到评价模型的各个指标中.然后对关键词所在的评论进行情感打分,综合TF-IDF权重、情感打分、指标权重,计算得出每个指标的物流服务质量评价得分.根据评价结果发现,京东生鲜在可靠性、时间性、移情性等方面可以继续保持并提高,提出加强物流信息的及时准确性、重视退换货费用、采取多样的配送及取货方式等建议.研究结论可为生鲜电商企业优化产品物流服务、提升企业竞争力提供参考.
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

李锦祥、郑少峰、曾阿锋

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福建理工大学 交通运输学院,福建 福州 350118

物流服务质量 生鲜电商 在线评论 TF-IDF权重 情感打分

福建省教育厅研究生教研项目福建省科技厅引导性项目

FBJG202201162021H0025

2024

物流技术
中国物流生产力促进中心 中国物资流通学会物流技术经济委员会 全国物资流通科技情报站 湖北物资流通技术研究所

物流技术

影响因子:0.506
ISSN:1005-152X
年,卷(期):2024.43(1)
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