Research On Customer Satisfaction Of Imported Cross-border E-commerce Logistics Service Based On Online Reviews

In recent years,with the development of Internet technology and economic globalization,the scale of cross-border e-commerce market has continued to expand,bringing more opportunities and challenges for cross-border logistics.Compared with domestic logistics,cross-border logistics is affected by multiple aspects of many countries,and the service quality is relatively low.There are widespread problems such as high freight rates,long transportation cycles and inability to track logistics information,which greatly affects the shopping experiences of consumers.As the core supporting business of cross-border e-commerce,cross-border logistics is also a key factor restricting its development.At present,there are many researches on logistics models in the field of cross-border e-commerce logistics,while few researchers consider that logistics service of the customer's perspective based on comment texts.The online reviews reflect the real shopping experiences of the consumers,therefore,this paper studies the customer satisfaction of logistics service based on cross-border consumer online reviews,while is helpful for related companies to better understand the key factors affecting customer experiences and improve the level of logistics service.Based on the related research,this paper studies the customer satisfaction of logistics service under the background of cross-border e-commerce through text clustering,data analysis and service quality measurement and so on.Firstly,from the perspective of consumer reviews,using Python,K-means algorithm and other techniques,through comment data collection,text preprocessing,logistics feature extraction and cluster analysis,the factors affecting customer satisfaction of cross-border logistics services are analyzed.Secondly,based on the results of the comment text analysis,combined with SERVQUAL model,LSQ model and cross-border e-commerce logistics industry characteristics,the customer satisfaction model is constructed and hypotheses are put forward.The article takes policy and regulatory levels,supply chain services,cargo security,error handling,personnel services,logistics and customs information level,express packaging,responsiveness,economics,accuracy,value-added services,international logistics services,information transparency and consumer information security as research variables,using questionnaires and multiple regression methods to study the relationship between variables,verify hypotheses and analyze test results.Finally,based on the customer satisfaction model constructed in this paper,the differences between satisfaction with logistics services under overseas direct mail mode and bonded stocking mode are analyzed.According to the salient issues displayed by the analysis results,the countermeasures for improving the customer satisfaction of cross-border logistics service are proposed.The study found that information transparency,consumer information security,and international logistics services have no significant impact on cross-border e-commerce logistics service satisfaction.The level of policy and supervision has fundamentally affected the whole process of consumers' cross-border transactions,which has the greatest impact on customer satisfaction,followed by supply chain services,and the impact of value-added services is the least.In addition,the difference between the bonded stocking mode and overseas direct mail mode is mainly concentrated in the supply chain service and responsiveness,and the overall recognition of the bonded stocking mode is higher.The research conclusions of this paper have certain practical value for relevant enterprises to optimize operational strategies and improve logistics service,which provides references for further research on customer satisfaction.