Logistics Service Quality Evaluation Research Articles

Retracted: Construction of Rural E-Commerce Logistics Service Quality Evaluation System and IoT Applications under the Background of New Retail

Retracted: Construction of Rural E-Commerce Logistics Service Quality Evaluation System and IoT Applications under the Background of New Retail

Research on logistics service recommendation model and application under mobile cloud environment

Today's personal computer applications are mainly cloud computing services, but it is usually inevitable to apply cloud computing to mobile cloud environments. Computing in the mobile cloud environment has the following advantages: more resources, free access to the "cloud" through any device anytime and anywhere, and provides powerful functions for computer storage and computing, while meeting the needs of more convenient software services. It has become the focus of attention in the last two years. Logistics service quality is an important indicator to measure service quality and reflects customer satisfaction with service. This is very important for service users and logistics providers. However, at present, there is a lack of unified judgment standards for the measurement of logistics service quality, and different scoring systems have different points of emphasis, so users can't get effective recommendation when choosing products. Therefore, this paper applies the principle of mobile cloud environment, combines the evaluation of logistics service quality with the big data system, selects the appropriate logistics service according to the needs of users, and recommends it to users, so as to provide more powerful assistance for users to choose products and improve the efficiency of product selection.This article introduces the recommendation model design, analyzes the complete update problem of the traditional recommendation model, proposes the incremental update recommendation model design, and implements it in a distributed manner on the basis of the Hadoop cloud computing platform.

Research on Logistics Service Assessment for Smart City: A Users’ Review Sentiment Analysis Approach

The innovative development of logistics has become a powerful starting point and strong support for the construction of smart cities. An accurate evaluation of logistics service quality can promote intelligent transformation, and upgrading logistics enterprises can improve the urban public service infrastructure. In this study, we propose a logistics service quality evaluation model based on a combination of sentiment analysis technology and a traditional index evaluation system. With the help of sentiment analysis technology, the model focuses on extracting the sentiment characteristics of logistics service quality from user reviews and analyzing user attitudes from different aspects. We designed a new logistics service quality evaluation index system by improving the SERVQUAL model. The system uses sentiment analysis technology to explore evaluation content through feature extraction and builds relations between the evaluation content and indices. Additionally, we use sentiment orientation analysis with different indices to comprehensively evaluate service quality. The experimental analysis shows that the proposed model and algorithm have high accuracy.

Construction of Rural E-Commerce Logistics Service Quality Evaluation System and IoT Applications under the Background of New Retail

How to build a quality evaluation system for local e-commerce logistics services has been studied against the backdrop of new retailers, and how to evaluate the quality of logistics services has been standardized by updating the quality control mode for local e-commerce logistics services will be done. An evaluation index and a nearby e-commerce logistics service quality evaluation system have been established. Finally, according to the survey, the proposed quality evaluation system for local e-commerce logistics services is highly practical, enabling faster logistics transportation while minimizing usage, and the quality of local e-commerce logistics services can be effectively improved.

Evaluation of Logistics Service Quality: Sentiment Analysis of Comment Text Based on Multi-Level Graph Neural Network

The world is severely impacted by the coronavirus (COVID19). During the epidemic, logistics service, an often-overlooked pillar of the modern society, steps into the spotlight. However, the service capability is inevitably weakened by the epidemic. The fatigued service providers are increasingly unable to meet the high expectations of users, who therefore leave harsh comments on logistics services. It is important for managers to find information that helps to improve management, out of the biased and angry comments. Text sentiment analysis is a fundamental work in natural language processing (NLP). In recent years, graph neural network (GNN) has achieved excellent performance in various NLP tasks. Nevertheless, GNN only considers the adjacent words, as it updates graph nodes. The model thereby emphasizes local features over global features, and misses the intent of the comment text. This paper constructs a triple graph neural network (TGNN) to serve the sentiment analysis of service texts. Firstly, the corresponding node connection windows were applied on different network layers to consider both local and global features. Next, the graph attention network (GAT) was adopted as the message delivery mechanism to fuse the features of all word nodes in the graph. Experimental results show that, the TGNN can evaluate the comment texts on logistics service quality more accurately than the other models.

Evaluation of fresh food logistics service quality using online customer reviews

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.

Sustainable Management for Fresh Food E-Commerce Logistics Services

This article determines the quality factors which improve the satisfaction of logistics services, and the specific evaluation items that customers value. Moreover, this study verifies the moderating effect of consumers on the perceived importance of last-mile logistics services, and its impact on logistics service satisfaction. Through a literature review, the conceptual model is determined, and measurement scales are developed. Furthermore, we collect data through online surveys and employ structural equation modeling, hierarchical regression analysis, and importance–performance analysis methods in order to analyze the collected data, and to test the research hypotheses. The findings of this study are as follows. First, the qualities of personal contact, timeliness, and empathy in the fresh food e-commerce logistics service quality evaluation system have a significant positive impact on the fresh food e-commerce logistics service consumer satisfaction, but the delivery quality and information quality are not significant. Second, consumers’ perceived importance of last-mile logistics services has a positive and significant impact on the consumer satisfaction of fresh food e-commerce logistics services. Moreover, as a moderating variable, its moderating effect has limitations: it only affects the relationship between information quality, timeliness quality, empathy quality, and consumer satisfaction. Finally, in the three evaluation dimensions of information quality, timeliness quality, and empathy quality, specific items that need to be further improved are identified. This study enriches and supplements the empirical research in the field of fresh food e-commerce logistics, and provides academic literature with a reference value for fresh food e-commerce logistics enterprises.

Evaluation of crowdsourcing logistics service quality based on entropy weight method and analytic hierarchy process

Crowdsourcing logistics mode is the product of sharing economy by integrating idle resources to reduce the operating cost and improve the efficiency of enterprises. Taking the service quality of crowdsourcing logistics as the research object, this paper analyzes the key influencing factors of the service quality of crowdsourcing logistics, and constructs a crowdsourcing logistics service quality evaluation index system with 4 first level indicators and 15 second level indicators. At the same time, by using AHP and entropy weight method, The paper select dada and Renren express to evaluate their service quality. Through the case analysis of the two express companies’ service quality, the paper draw the conclusion that safety is still the most concerned factor in the evaluation of crowdsourcing logistics service quality at this stage.

Analyzing Service Quality Evaluation Indexes of Rural Last Mile Delivery Using FCE and ISM Approach

The advent of e-commerce has led to a rapid acceleration of rural logistics development in China. To enhance green and sustainable development of rural logistics, it is necessary to improve the service quality of the rural last mile delivery and analyze service quality evaluation indexes. An integrated methodology combing fuzzy comprehensive evaluation (FCE) and the interpretative structural model (ISM) is presented in the current paper to reveal the relationship between the service quality evaluation indexes of the rural last mile delivery. A total of 18 logistics service quality evaluation indexes in five dimensions are selected. The FCE is used to measure the service quality of rural delivery in an empirical research area, and the weight of each evaluation index is assigned by regression analysis. The ISM is adopted to judge the hierarchical structure of indexes, and a five-layer hierarchy is obtained. The results show that it is necessary to first focus on improving the evaluation indexes of accuracy of goods arrival and timely customer service response. In the case of Shunfeng Express, the company needs to additionally improve the timeliness and rationality of damaged or lost processing goods. Some countermeasures and suggestions are put forward. The proposed integrated method helps to reveal the key service quality evaluation indexes and the areas needing improvement. The use of regression analysis within the FCE method allows the estimation of weights in a relatively objective way. This research provides theoretical support for improving the service quality and customers’ satisfaction of the rural last mile delivery, and enhancing the green and sustainable development of rural logistics.

Research on customer purchase behaviors in online take-out platforms based on semantic fuzziness and deep web crawler

Logistics service as an important key link between online take-out platform and offline users. Its quality directly affects customer service perception and experience, but also lead to the heart of the willingness of consumers to re-use. So a framework constructed for understanding logistics service quality on consumers’ behavioral psychology is focused on, suitable service encounter points (function encounter, the distributor encounter, service results encounter, word-of-mouth encounter have been identified from the literature and the connotation of service encounter in logistics service. In view of the limitations of traditional statistical analysis methods in dealing with Likert scale data and the fuzziness of scale evaluation grade, a combination of statistical analysis and fuzzy comprehensive evaluation is used to analyze the scale. Then combined with the logical connection between perceived value, customer satisfaction and behavioral psychology in the classic American Customer Satisfaction Index Model model, emotional attachment of platform as the adjustment variable. The findings indicate that the four encounter points of online take-out logistics service are positively related to customer purchase satisfaction and perceived value. Additionally, the most significant impact on the perceived value is the functional encounter and the distributor encounter, and the most significant impact on the customer satisfaction is the service results encounter and word-of-mouth encounter; platform emotional attachment positively regulates the positive correlation between perceived value/customer satisfaction and behavioral psychology. So this research extends the theory of service encounter to online delivery logistics service quality evaluation, which is a further expansion of the connotation of service encounter and provides the platform with suggestions to pay attention to the flaw of logistics service and improve service.

An Empirical Study of Logistics Service Quality Evaluation Model in the Context of Network Big Data

This paper first puts forward the issue from the point of view of customers, and explores the initial factors of logistics service quality through the in-depth interview and the Delphi method. Secondly, the survey uses the “direct measure perception of service performance” service quality measurement method, and selects Internet store to complete the empirical research. Finally, the paper tests the reliability and validity of the logistics service quality evaluation model, and confirms five Logistics service quality dimensions, order quality, customization service quality, convenient quality, delivery quality, and order discrepancy handling quality.

Logistics Service Quality Evaluation for E-Commerce Based on Extenics Theory

Logistics Service Quality Evaluation for E-Commerce Based on Extenics Theory

Research on the Evaluation Index of Service Quality in Logistics Enterprise

With the development of economy and the progress of science and technology, logistics market competition is becoming more and more fierce. In the process of providing logistics service, however, the logistics service is various, and logistics service quality is difficult to control, so the evaluation of logistics service quality has become a big problem in the logistics enterprises. Logistics service quality index is the basis of logistics service quality level, and is the foundation of the scientific management of modern logistics. Combined with domestic and foreign literature, this article mainly establish the specific indicators of logistics service quality from the logistics service quality evaluation index analysis and research.

A comprehensive evaluation of the logistics service quality based on vague sets theory

The main purpose of the study is to establish a method for evaluating the logistics service quality. Some studies have applied the SERVQUAL to evaluate service quality, however most of these studies focus on the choice of index, and the evaluation method of logistics service quality receives little attention, especially fuzzy evaluation method. As a fact human judgments are often vague and it is not easy to express the weights of evaluation criteria and the satisfaction of logistics service quality with an exact numerical value. Due to the existing fuzziness in the logistics service quality evaluation and a vague set can provide more information than a fuzzy set, vague set theory is an appropriate method for dealing with uncertainty. This article attempts to fill this gap in the current literature by establishing an improved fuzzy comprehensive evaluation method based on vague sets for evaluating the logistics service quality. The method may reflect both for/true and against/false judgment information in practice and it will efficiently manage the essential fuzziness in human judgment and preference. Moreover, an example of the evaluation process of logistics service quality is shown to illustrate the proposed theory and method.

The Building Research of Dairy Products Logistics Service Quality Evaluation Index System

Dairy products logistics service quality directly affect the quality of dairy products, this article first from management level, advanced technical equipment, warehousing and distribution quality, cost economy four aspects put forward the preliminary evaluation of dairy products logistics service quality, then through questionnaire survey to judge the proposed initial indicators of evaluation, through the analysis of the membership degree and the important degree of initial index screening optimization, get a more scientific and reasonable evaluation index system, lay a solid foundation for the objective evaluation of the dairy products logistics service quality.

The Factor Analysis of Logistics Distribution Quality for B2C Online Stores

With the construction of knowledge economy and the information superhighway, the B2C online stores are developed very rapidly. Their performance depends on the support from the each part of the coordinated business aspects, in which the logistics distribution especially plays a key role. Based on the existing literature about the logistics service quality evaluation, the evaluation indexes affecting the B2C online store distribution quality are concluded. Then based on the investigation data from the eight domestic typical B2C online stores, the factor analysis on the logistics distribution quality are carried out by using the software of SPSS19.0. According to the analysis results of the quality situation on logistics distribution in all aspect, the suggestions are given to promote the B2C online store logistics distribution quality and to accelerate the development of B2C E-business.

Study on Logistics Service Quality Evaluation System Based on Structural Equation Model

Study on Logistics Service Quality Evaluation System Based on Structural Equation Model

Evaluation and Comparison of Logistics Service Quality of Korea, China and Japan Internet Shopping Mall by Multi-Group Confirmatory Factor Analysis

Evaluation and Comparison of Logistics Service Quality of Korea, China and Japan Internet Shopping Mall by Multi-Group Confirmatory Factor Analysis

Modern Logistics Service Quality Evaluation Index Selection and Empirical Research

SERVQUAL, a basic framework adopted wildly in evaluating service quality, was applied in the modern logistics with 32 theory indexes. In order to select the appropriate indexes, an empirical study was conducted by subject degree analysis and importance analysis with questionnaires by experts from logistics industry. An evaluation system consisted of 13 indexes from four dimensions, delivering reliability, service efficiency, equipment assurance and customer empathy, was constructed consequently. An empirical evaluation result of the typical logistics enterprises in Hunan Province proved its feasibility.

Logistics Service Quality Analysis Based on Gray Correlation Method

Logistics belongs to service industry, starting with customer demand, ending with customer satisfaction, but the level of logistics service quality determined the customer's satisfaction .Because logistics service quality is a multi - objective evaluation which contains qualitative and quantitative factors, it is very hard to calculate, so article use Gray Correlation Method to analyze logistics service quality evaluation outcome, this method is a quick and simple analysis method. At last, use an example detailed introduces this method application.