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

4 Citations (Scopus)
51 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
Number of pages17
JournalInternational Journal of Logistics Research and Applications
Early online date5 Nov 2021
DOIs
Publication statusE-pub ahead of print - 5 Nov 2021

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.

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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