| At the Moment,the growth trend of cross-border import e-commerce continues to be better,which at the same time also puts forward higher requirements for cross-border logistics services.Different from domestic logistics,cross-border logistics also has problems such as reverse logistics build-up,which affects customers’ satisfaction with logistics services.At the Moment,the rich review texts in online reviews of cross-border import e-commerce websites all reflect the overall satisfaction level of customers with this purchase process.Hence,it is of great relevance to the assessment of customer satisfaction of logistics services based on Online Reviews of cross-border import e-merchants,so as to assist enterprises to better discover the factors related to logistics services that influence customer satisfaction,and thereby improve customer satisfaction,for the development of logistics services of cross-border import e-merchants.This paper takes Jingdong International Online cross-border import platform as an example,and studies the evaluation of customer satisfaction of logistics services of cross-border import e-commerce based on the analysis of online review texts of cross-border import e-commerce.Firstly,the assessment of satisfaction system of crossborder imported e-commerce logistics service is constructed based on the text excavation approaches.In this study,cross-border import e-commerce platforms were selected on the grounds of higher correlation with logistics services,and 30 crossborder imported goods were selected from which online reviews of the goods were collected.According to a series of literature research to screen out logistics characteristic words,K-means clustering algorithm was used to determine the impact elements of logistics service satisfaction,and the weights of the factors of logistics service satisfaction evaluation system were determined based on the hierarchy analysis approach,and the assessment system of cross-border import e-commerce logistics service satisfaction was constructed.Secondly,the evaluation of cross-border import ecommerce logistics service satisfaction is conducted by the method of sentiment lexicon.In this report,three sentiment analysis dictionaries of sentiment lexicon,degree words and negation words suitable for the background of cross-border import ecommerce logistics industry are constructed,and the rules for their collocation and calculation are designed based on the combination of sentiment expressions of logistics feature terms,and the sentiment scores of cross-border import e-commerce allcommodity logistics service satisfaction evaluation system are counted,and then the cross-border logistics service satisfaction sentiment scores under different dimensions are calculated based on the differences of commodity category selection and logistics mode selection,which are different from each other.The emotional scores of crossborder import e-merchant logistics service satisfaction under different dimensions were calculated based on different commodity class selection and logistics mode selection,and then the satisfaction evaluation was carried out.Finally,the satisfaction rating results are examined by three analysis methods: quadratic graph model,benchmarking and time series analysis.The results of the above study show that the cross-border import e-commerce logistics services under different degrees need various angles for satisfaction improvement methods.Therefore,this essay puts forward the proposals for enhancing customer satisfaction of cross-border import e-commerce logistics services from four different points of view.The article line of this paper is shown as below,Chapter 1 is the introduction,Chapter 2 describes the theory of this paper,Chapter 3 constructs the assessment system of cross-border import e-commerce logistics service satisfaction by text excavation process,Chapter 4 evaluates the satisfaction of cross-border import e-commerce logistics service based on the method of sentiment dictionary,Chapter 5 presents the analysis of the evaluation results of cross-border import e-commerce logistics service satisfaction from three analysis methods.The fifth chapter analyzes the evaluation results of cross-border import e-commerce logistics service satisfaction from three methods and makes proposals to enhance the satisfaction of cross-border import ecommerce logistics service. |
