Research On B2C E-commerce Logistics Service Quality Monitoring Based On Sentiment Analysis

With the advent of the era of Internet+ and big data,the explosive growth of information has greatly promoted the development of the social economy.People's living standards have been greatly improved,and the concept of online consumption has continued to deepen.The increasing popularity of online shopping,B2 C e-commerce booming,and increasingly fierce competition,"price war","reward rate","satisfaction",etc.have become hot spots for e-commerce companies,and are no longer focused solely on these concerns.Instead,it is pursuing better and better service.As a very important item in online shopping,logistics services affect the customer shopping experience,thus affecting customer satisfaction and loyalty.Therefore,the overall improvement of B2 C e-commerce logistics service quality,win the trust of consumers,establish a brand image,improve corporate reputation,which has become one of the core competitiveness of ecommerce companies.First of all,this article combs and summarizes the research results of the predecessors,uses SERVQUAL model and LSQ model as the prototype,combines the patterns and characteristics of China's B2 C e-commerce logistics,adjusts the dimensions,and initially builds reliability and economy.The B2 C e-commerce logistics service quality index system consists of six dimensions,sex,empathy,timeliness,convenience,and information.In order to draw the customer's attention to the logistics service factors,the data research and analysis were conducted,and the index system of B2 C e-commerce logistics service quality was finally determined.Secondly,in order to obtain valid review data related to the quality of logistics services from the customer reviews of Jingdong Mall,this paper uses the related technologies of text processing for sentiment analysis to clean,segment and frequency word statistics of Jingdong Mall's customer review data.The innovation proposes a screening method based on the B2 C e-commerce logistics service quality keyword dictionary and a screening method based on the LDA theme model,and makes a comparative analysis based on the screening results.Then,according to the feature weight calculation method of the text analysis domain,the calculation formula of the index weight is designed;the review data is divided into different time segments,divided into quarters,major sales promotions,and several annual segmentation methods,and corresponding The method of calculating emotional sentiment scores of logistics service quality;and finally monitoring the quality of B2 C ecommerce logistics services through the fluctuation of sentiment scores.Finally,the paper makes use of the index system of B2 C e-commerce logistics service quality,combined with the monitoring method based on sentiment analysis,and conducts an empirical research on the customer's commentary on logistics service of Jingdong Mall.According to the monitoring results,the problems existing in the flow service process were discovered,and management inspiration and targeted recommendations were proposed from the perspective of dimensions and indicators,which provided a reference for improving the quality of B2 C e-commerce logistics services.