摘要
挖掘、明晰及满足消费者需求,是影响与提升快递物流服务质量的关键因素。以菜鸟平台在线评论的文本数据为爬虫数据源,针对所获取的6.5万条数据,运用TF-IDF算法、词云图、语义网络关联分析、LDA主题模型等文本量化分析,构建情感词典并进行文本情感赋值与分析。研究发现:时效性、价格合理性、服务优质性、应用平台功能性是消费者对快递物流服务质量产生消极情感倾向的关键因素。为提升消费者对快递物流服务质量的评价,需从提升物流供应链的时效性、完善物流价格制度的合理性、提高物流服务的优质性、优化物流应用平台的功能性方面予以重视。
Exploring,clarifying and satisfying the needs of consumers is the key factor to improve the quality of express logistics service.Taking the text data of online comments on Cainiao platform as the crawler data source and based on the 65000 pieces of data obtained,this paper uses TF-IDF algorithm,word cloud map,semantic network association analysis,LDA topic model and other text quantitative analysis to construct the sentiment dictionary and carry out the text emotion assignment and analysis.It is found that timeliness,reasonable price,quality of service and functionality of application platform are the key factors that make consumers have negative emotional tendency towards the service quality of express logistics.In order to improve consumers’evaluation of express logistics service quality,it is necessary to pay attention to improving the timeliness of logistics supply chain,improving the rationality of logistics price system,improving the quality of logistics service,and optimizing the functionality of logistics application platform.
作者
张夏恒
肖林
ZHANG Xia-heng;XIAO Lin(School of Management,Northwest University of Political Science and Law,Xi’an 710122,China)
出处
《重庆工商大学学报（社会科学版）》
2023年第2期66-79,共14页
Journal of Chongqing Technology and Business University：Social Science Edition
基金
陕西省社会科学基金项目(2019S037)“我国跨境电子商务面向丝绸之路经济带的持续贸易促进研究”。
关键词
快递物流
服务质量
在线评论
LDA主题模型
情感分析
express logistics
quality of service
online reviews
LDA topic model
sentiment analysis
