Study On Logistics Service Quality Evaluation Based On Online Shopping Reviews

With the development of the Internet,online shopping has become a form of consumption for people,and the number of Chinese netizens is increasing year by year.Lots of user comment information has been generated on the e-commerce platform after people shopping online,including product reviews,logistics service quality,shopping experience and other information.Comments related to logistics service quality can be extracted from the information,which can provide corpus for the follow-up research on the current situation of logistics service quality.Logistics service as an important part for online shopping.There is a direct connection between logistics service quality and customers' shopping experience,which has an impact on customers' satisfaction.Therefore,improve the quality of logistics service,setting up enterprise brand image and win the trust of the customer become e-commerce enterprise's core competitiveness.However,the amount of review data is very large,and it is difficult for users to extract useful information from the huge data.So how to efficiently analyze the product review data is a key problem.First of all,this paper reviews the related literature of logistics service quality evaluation at home and abroad,understands the current e-commerce logistics industry standards and regulations,and use SERVQUAL model and LSQ model for reference to establish six dimensions of logistics service quality evaluation,including reliability,economy,empathy,timeliness,convenience and information.Secondly,the python crawler is used to obtain the customer's comment data from the jingdong e-commerce platform,and the emotion analysis technology is used to preprocess the comment data,including data cleaning,deduplication,text segmentation,word frequency statistics,etc.The methods of screening logistics service quality related comments and constructing logistics keywords and emotion words thesaurus based on word frequency statistics and word2 vec are proposed.The distance model of logistics keyword and emotion word matching is proposed.Then,in the light of the logistics service quality related comments jingdong mall for the empirical study of sentiment analysis,through statistical logistics key words and the emotion word distance model dimensions of keywords and match the frequency of emotional words,analyzing the result of the experiment,found that consumers pay most attention to dimension and all dimensions of rate comparison,the corresponding improvement measures are put forward for each dimension;Then the lowest praise rate of the dimensions of a detailed analysis,and give detailed opinions and Suggestions.Finally,based on the evaluation results of the logistics service quality of jingdong mall,this paper proposes corresponding countermeasures from various dimensions to provide theoretical reference for improving the logistics service quality of e-commerce logistics industry.