Research On Evaluation Of Logistics Service Quality Based On Online Review

Under the network retail environment,logistics services are directly oriented to consumers,which affects the overall satisfaction of consumers on commodity transactions.Improving logistics service quality is an important link for B2 C e-commerce enterprises to improve their advantages in competition,and the key to attract and retain customers.In the past,questionnaire survey was usually used to collect consumers' opinions to evaluate the quality of logistics service.Customer's online comments are used to extract the customers' focus on logistics service index,to modify the original logistics service evaluation system,and construct a logistics service quality evaluation system based on online comment,and use the Jingdong fresh logistics evaluation data for the empirical analysis,putting forward the management countermeasures and solutions for consumers and businesses.Firstly,this paper applies web page information acquisition technology to obtain online review data,and uses text processing technology to find out the logistics service elements that customers are most concerned about,modifying the existing logistics service index system,and builds a logistics service quality evaluation system based on online logistics review.Then,in this evaluation system,the matching of characteristic words(evaluation index)and viewpoint words(evaluation content)is realized,and emotional analysis is carried out to calculate the different emotional tendency of different consumers towards the logistics service quality index and determine the index value.TFIDF algorithm is used to determine the weight of each index;Finally,empirical analysis is conducted on JD fresh logistics to obtain the total evaluation score of logistics service quality and analyze the scores of various indicators,and propose targeted management countermeasures and solutions.It can be seen from the index weight that the indicators concerned by consumers are listed from high to low in order: delivery speed,logistics integrity,service attitude of couriers,packaging integrity,operation standardization of couriers,price level,overall impression and management system standardization.However,the score of overall impression and normative management system reflects the importance of logistics enterprises in word of mouth and management,which directly affects consumers' experience.