Research On Evaluation Of Logistics Service Quality Of Express Enterprises Based On Online Reviews

With the rapid development of China’s e-commerce,the business scale of the express delivery industry has also grown rapidly.However,while express facilitates the lives of the people,it also exposes various logistics service problems,including express delays,express losses,and poor customer service attitudes,which affect the economic benefits of express enterprises.Therefore,improving the quality of logistics services has become the key for express enterprises to enhance their competitiveness.Based on the online comments of customers on express enterprises,this paper proposes a method for evaluating the logistics service quality of express enterprises to provide guidance for the improvement of express enterprises’ logistics service quality.First of all,based on the SERVQUAL model and the LSQ model,combined with China’s express service standards and the literature about express service quality evaluation,this article initially constructs an evaluation index system of express enterprises’logistics service quality.Secondly,using a crawler tool to crawl the online reviews from Baidu Reputation.After preprocessing and feature analysis of those reviews,the LDA model is used for extracting the topics,and the Perplexity-Var indicator is used to determine 19 as the optimal number of topics.Through the analysis of the themes,the evaluation index system was adjusted,and the evaluation index system of express enterprises’logistics service quality was established with 16 indexes in 6 dimensions,including the overall level of the enterprise,reliability,responsiveness,economy,information and empathy.Then,the comments are segmented,and the segmentation is classified by the keywords under each index,and through dependency syntax analysis,the construction of sentiment dictionary and the design of sentiment score calculation rules,the sentiment score calculation of the evaluation index is completed.Finally,use AHP to construct the judgment matrix determining the weights of evaluation indicators and dimensions,and combine the results of sentiment analysis to complete the construction of the logistics service quality evaluation model of express enterprises.By comparison and analysis for the synthesis scores of 9 express enterprises,it can be found that the model has good applicability.Based on the analysis results,suggestions for improvement can be put forward for express enterprises.