Research On Express Service Defects Based On Semantic Network Model And SERVQUAL Evaluation Model

With the vigorous development of e-commerce,the domestic express business volume has reached a new high.From 2010 to 2020,the National Bureau of postal statistics shows that the domestic express business volume has increased from 2.34 billion to 63.52 billion.For the express industry,if the express service has defects,it will directly reduce customer satisfaction and express service quality.Therefore,it is an effective way to improve customer satisfaction and express service quality to accurately identify and evaluate express service defects and put forward improvement countermeasures.At present,there are many researches on the evaluation of express service quality in China,but few on the evaluation of express service defects.There are two ways to evaluate the quality of express service: qualitative evaluation and quantitative evaluation.Qualitative evaluation generally uses semantic network model,while quantitative evaluation generally uses the express service quality evaluation system based on sevqual evaluation model.However,the evaluation system of express service quality based on sevqual evaluation model has some defects: firstly,the items and dimensions in SERVQUAL scale are determined according to the interview content of experts or the characteristics of industry operation,and the conclusions are subjective and lack of customers' objective feelings;secondly,the satisfaction and importance values of items and dimensions are calculated based on the data of a small number of customers' questionnaires,To a certain extent,it can not guarantee that it is the true reflection of customers,resulting in the calculation results are not true.With the development of social media,online reviews can truly reflect customers' subjective feelings and service demands.With the characteristics of large amount of online review data,easy collection,objectivity and timeliness,the application of text mining technology can accurately identify the defects of express service,and then put forward targeted improvement measures,which is helpful to improve the quality of express service.This paper intends to build a framework to evaluate the defects of express service,through text mining of online comments,in order to accurately identify and evaluate the defects of express service,and provide reference for improving the management level of express service industry.The main ideas are as follows: firstly,collect the negative comments of express service on social media platform,and get the comment segmentation set to be mined after preprocessing;secondly,generate the semantic network diagram of express service defects,and use the key defect nodes in the network diagram to qualitatively evaluate the express service defects;secondly,apply LDA topic model to identify the express service defects;then,calculate the express service defects Finally,the paper constructs the express service defect evaluation system based on SERVQUAL evaluation model to quantitatively evaluate the express service defects,and puts forward countermeasures and suggestions for improvement.The value of this paper is mainly reflected in two aspects: first,the construction of the evaluation system of express service defects based on SERVQUAL evaluation model,and the provision of a new method for quantitative evaluation of express service defects;second,the construction of a frame for evaluating express service defects mainly based on the evaluation model of SERVQUAL,supplemented by qualitative evaluation of semantic network diagram and based on SERVQUAL evaluation model The framework can identify the specific defects of express service and determine the direction of improvement by text mining of online comments on social media platform and shopping website,and provide reference for improving service defects and improving service quality in express industry.