Evaluation of fresh food logistics service quality using online customer reviews

Shan Chen, Yibing Wang, Shuihua Han, Ming K. Lim

    Research output: Contribution to journalArticlepeer-review

    24 Citations (Scopus)
    1207 Downloads (Pure)

    Abstract

    Improving the quality of cold chain logistics services is a great challenge for fresh food e-commerce companies. Traditionally, the evaluation of logistics service quality has been carried out mainly through questionnaire surveys and expert groups, which are time-consuming and laborious. Unlike previous studies, in this study, we used a latent Dirichlet allocation model to explore logistics services using customer reviews on the ‘fresh food’ category of JD.com, one of China’s most popular e-commerce websites. By revising the evaluation index system for logistics service quality, we put forward an evaluation system that covers six dimensions: reliability, security, timeliness, economy, pleasantness and convenience. We then incorporated sentiment analysis technology and the TF-IDF (Term Frequency-Inverse Document Frequency) algorithm to obtain a total score for the service quality of JD’s fresh food logistics. This study provides a reference for other B2C fresh e-commerce enterprises on the implementation of logistics service quality evaluation and management.
    Original languageEnglish
    Pages (from-to)917-933
    Number of pages17
    JournalInternational Journal of Logistics Research and Applications
    Volume26
    Issue number8
    Early online date5 Nov 2021
    DOIs
    Publication statusPublished - 3 Aug 2023

    Bibliographical note

    This is an Accepted Manuscript version of the following article, accepted for publication in International Journal of Logistics Research and Applications. Chen, S, Wang, Y, Han, S & Lim, MK 2021, 'Evaluation of fresh food logistics service quality using online customer reviews', International Journal of Logistics Research and Applications.

    It is deposited under the terms of the Creative Commons Attribution-NonCommercial License (http://creativecommons.org/licenses/by-nc/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is properly cited.

    Funder

    Funding Information:
    This study is partially supported by National Natural Science Foundation of China under Grant No.71671152. Fruitful discussion with co-authors is gratefully acknowledged.

    Publisher Copyright:
    © 2021 Informa UK Limited, trading as Taylor & Francis Group.

    Funding

    This study was partially supported by National Natural Science Foundation of China [Grant no. 71671152].

    FundersFunder number
    National Natural Science Foundation of China71671152

      Keywords

      • Management Science and Operations Research
      • Management Information Systems
      • Business and International Management
      • Strategy and Management
      • Management of Technology and Innovation
      • online reviews
      • text mining
      • evaluation system
      • Logistics service quality
      • fresh food e-commerce

      ASJC Scopus subject areas

      • Information Systems
      • Management of Technology and Innovation
      • Control and Systems Engineering
      • Business and International Management
      • Management Information Systems
      • Computer Science Applications
      • Strategy and Management
      • Management Science and Operations Research

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