Research On Evaluation Of Logistics Service Quality Of Express Enterprise Based On Text Sentiment Analysis

Thanks to the revolutionary development of e-commerce in China,China's express logistics industry has ushered in a vast space for development.Under the background of fierce competition of homogeneous products and services among domestic large,medium and small express companies,evaluating the quality of logistics services of express companies is an important basis for consumers to choose products and make management decisions for enterprises.Different from the traditional qualityevaluation questionnaire to collect data,this article uses web crawlers to obtain online reviews of consumers from the four express companies SF,Shentong,Zhongtong,Yunda,and uses text sentiment analysis technology to calculate the sentiment score of service indicators accurately.While fully digging out the true emotion expression of consumers,the evaluation is transformed from qualitative to quantitative.Therefore,it has important guiding significance for the production and life of enterprises and consumers.Based on a number of service quality evaluation literatures,this paper uses the SERVQUAL and LSQ models to construct an express service quality indicator model initially.Combined with the results of high-frequency word analysis of online reviews,an evaluation model with 16 indicators in 6 dimensions was constructed.In order to fully dig out the text connotation,text data is processed for sentence segmentation,word segmentation,part-of-speech tagging,and dependency parsing analysis.I draw up a total of 9 extraction rules containing characteristic opinion pairs and adverbs,to identify evaluation objects and emotion words accurately.Based on the constructed multiple sentiment dictionaries and polarity judgment rules,the quantitative calculation of emotion intensity of different indicators and the identification of the number of evaluation indicators are completed.The article compares the proportions of different indicators,constructs a judgment matrix for AHP,and determines the multi-level index weights of the evaluation model.Finally,based on the comprehensive evaluation scores of various service quality indicators of the four express companies,the analysis and comparison are performed.The experiment proves that the model effect is satisfactory and can provide some suggestions for the enterprise.