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 language | English |
|---|---|
| Pages (from-to) | 917-933 |
| Number of pages | 17 |
| Journal | International Journal of Logistics Research and Applications |
| Volume | 26 |
| Issue number | 8 |
| Early online date | 5 Nov 2021 |
| DOIs | |
| Publication status | Published - 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.
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