Abstract
Logistics companies' success is inextricably linked to the quality of their services, particularly when dealing with customer issues. Nowadays, social media is the first place that users turn to in order to express their thoughts on services or to communicate with customer service representatives to resolve problems. Businesses can retrieve and analyze these data to gain a better understanding of the factors that affect their operations, both positively and negatively. During the COVID-19 pandemic, we conducted a sentiment analysis to assess customer satisfaction with logistics services in Saudi Arabia's private and public sectors. Using a lexicon-based approach, 67,124 tweets were collected and classified as positive, negative, or neutral. A support vector machine (SVM) model was used for classification, with an average accuracy of 82%. Following that, we conducted a thematic analysis of negative opinions in order to identify the factors that influenced the effectiveness and quality of logistics services. The findings reveal five negative themes: delay, customer service issues, damaged shipments, delivery issues, and hidden prices. Finally, we make suggestions to improve the efficiency and quality of logistics services.
Highlights
Logistics adds value by meeting customers’ delivery needs in a cost-effective manner [1]
The findings show that the quality of port logistics services has a positive impact on customer satisfaction
After identifying positive and negative tweets, we conducted a thematic analysis of negative opinions in order to identify the factors influencing the quality of logistics services
Summary
Logistics adds value by meeting customers’ delivery needs in a cost-effective manner [1]. Tweets and mentions on Twitter contain information about current events, news, user opinions, and reviews These data are useful to businesses because they allow them to better understand user preferences, improve their services, and increase customer satisfaction. Sentiment analysis is currently used to analyze data posted on social media platforms or websites in order to determine opinions, attitudes, or emotions about businesses, products, or services. These classifications are beneficial to business owners because they allow them to identify their strengths and weaknesses in order to improve future services and increase profits. This study aims to fill this gap and to achieve the following objectives: 1) to investigate customer satisfaction with logistics services during COVID-19 in Saudi Arabia by analyzing customer opinions; and 2) to identify the elements of logistics service quality that influence customers’ sentiments toward logistics service providers
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