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

7 Citations (Scopus)
376 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.

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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