| With the rapid development of national economy and the continuous progress of Internet technology,the scale of online shopping users is increasing day by day,promoting the sustainable and rapid development of the industry.Online shopping is not restricted by time and space,brought more convenient shopping experience for consumers,but at the same time,online shopping goods damage or loss occurs frequently in the logistics sectors,after-sales service is difficult to guarantee is also growing,solving the problems of e-commerce logistics each link and improve logistics service quality is essential to the healthy development of the industry.Consumers are accustomed to feedback service experience through online comments when shopping online,and online product comments have gradually become an important basis for judging logistics service quality.Therefore,it is of great significance to collect online comment data of online shopping platform,adopt scientific methods to evaluate the service quality of online shopping logistics,and improve the service level and consumer satisfaction of online shopping platform.In this thesis,the network crawler technology is firstly used to collect the logistics comment data of JD Mall’s household appliances,fresh and electronic goods,and Python 3.7 is used to classify and determine the emotional polarity of the comment text.Then,word frequency analysis and LDA theme model analysis are carried out for the comment text with different emotional polarity.Find consumers’ concerns on the logistics service demands of these three types of goods.The experimental results show that the installation and after-sales service of household appliances are more critical,fresh goods have higher requirements for delivery speed,and electronic goods pay more attention to return and exchange services.On the basis of the above research results,combined with the logistics activity process and characteristics of online shopping and SERVQUAL service quality model,the evaluation index system of online shopping logistics service quality is constructed.Through online commentary LDA theme analysis of the results of the SERVQUAL service quality model is expanded to include eight dimensions 39 indexes online logistics service quality evaluation model,adopt the way of questionnaire survey on online logistics service quality of service expectation,the actual service awareness and service quality gap of quantitative measurement,finally has carried on the empirical research to the model.The results show that there is an obvious gap between the quality of online shopping logistics service perceived by consumers and the actual quality of online shopping logistics service,especially in the remedial,safety and empathy need to be improved and improved.Therefore,service personnel or enterprises can improve the quality of their own logistics services by improving the above aspects,so as to meet consumers’ online shopping needs and enhance consumers’ online repurchase intention. |
