Evaluation of fresh food logistics service quality using online customer reviews

Abstract

ABSTRACT Improving the quality of cold chain logistics services is a great challenge for fresh food e-commerce companies. Traditionally, the evaluation of logistics service quality has been carried out mainly through questionnaire surveys and expert groups, which are time-consuming and laborious. Unlike previous studies, in this study, we used a latent Dirichlet allocation model to explore logistics services using customer reviews on the ‘fresh food’ category of JD.com, one of China’s most popular e-commerce websites. By revising the evaluation index system for logistics service quality, we put forward an evaluation system that covers six dimensions: reliability, security, timeliness, economy, pleasantness and convenience. We then incorporated sentiment analysis technology and the TF-IDF (Term Frequency-Inverse Document Frequency) algorithm to obtain a total score for the service quality of JD’s fresh food logistics. This study provides a reference for other B2C fresh e-commerce enterprises on the implementation of logistics service quality evaluation and management.