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Analyzing the Relationship between Consumer Satisfaction and Fresh E-Commerce Logistics Service Using Text Mining Techniques

Author

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  • Wei Hong

    (Food Safety Research Base of Jiangsu Province, Jiangnan University, Wuxi 214122, China
    School of Business, Jiangnan University, Wuxi 214122, China
    Institute for Food Safety Risk Management, Jiangnan University, Wuxi 214122, China)

  • Changyuan Zheng

    (School of Business, Jiangnan University, Wuxi 214122, China)

  • Linhai Wu

    (Food Safety Research Base of Jiangsu Province, Jiangnan University, Wuxi 214122, China
    School of Business, Jiangnan University, Wuxi 214122, China
    Institute for Food Safety Risk Management, Jiangnan University, Wuxi 214122, China)

  • Xujin Pu

    (Food Safety Research Base of Jiangsu Province, Jiangnan University, Wuxi 214122, China
    School of Business, Jiangnan University, Wuxi 214122, China
    Institute for Food Safety Risk Management, Jiangnan University, Wuxi 214122, China)

Abstract

The rapid development of the Internet and the transformation of consumption patterns have prompted consumers to purchase fresh products online. For fresh e-commerce enterprises, logistics is an important aspect of customer satisfaction. Therefore, this study focused on online review information and used a convolutional neural network text mining model for its analysis. Logistics service elements concerned with customer satisfaction are convenience, communication, integrity, responsiveness, and reliability. Thereafter, comment information was converted to digital information using sentiment analysis. Finally, a correlation analysis was carried out to compare the significance of various influencing factors. The results confirm that convenience, communication, reliability, and responsiveness had a significant impact on customer satisfaction, whereas integrity had none. Fresh e-commerce logistic services need to improve for the development of the companies.

Suggested Citation

  • Wei Hong & Changyuan Zheng & Linhai Wu & Xujin Pu, 2019. "Analyzing the Relationship between Consumer Satisfaction and Fresh E-Commerce Logistics Service Using Text Mining Techniques," Sustainability, MDPI, vol. 11(13), pages 1-16, June.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:13:p:3570-:d:243845
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    References listed on IDEAS

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    Cited by:

    1. Umair Akram & Melinda Timea Fülöp & Adriana Tiron-Tudor & Dan Ioan Topor & Sorinel Căpușneanu, 2021. "Impact of Digitalization on Customers’ Well-Being in the Pandemic Period: Challenges and Opportunities for the Retail Industry," IJERPH, MDPI, vol. 18(14), pages 1-21, July.
    2. Yi Jiang & Polin Lai & Chia-Hsun Chang & Kum Fai Yuen & Sihang Li & Xinchen Wang, 2021. "Sustainable Management for Fresh Food E-Commerce Logistics Services," Sustainability, MDPI, vol. 13(6), pages 1-19, March.
    3. Phan, The Vinh & Huynh, Cong Minh, 2023. "The Effect of Logistics Services Quality on Consumer Satisfaction in Fresh Food E-Commerce: Evidence from the South of Vietnam," MPRA Paper 117627, University Library of Munich, Germany, revised 14 Jun 2023.
    4. Gaofeng Guan & Dong Liu & Jiayang Zhai, 2022. "Factors Influencing Consumer Satisfaction of Fresh Produce E-Commerce in the Background of COVID-19—A Hybrid Approach Based on LDA-SEM-XGBoost," Sustainability, MDPI, vol. 14(24), pages 1-19, December.
    5. Zhang, Dianfeng & Shen, Zifan & Li, Yanlai, 2023. "Requirement analysis and service optimization of multiple category fresh products in online retailing using importance-Kano analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    6. Ka-Young Oh & So-Young Kang & Yu-Gyeom Oh, 2022. "The Moderating Effects of Eco-Friendliness between Logistics Service Quality and Customer Satisfaction in Cross-Border e-Commerce: Evidence from Overseas Direct Purchasers in Korea," Sustainability, MDPI, vol. 14(22), pages 1-16, November.
    7. Shugang Li & Fang Liu & Yuqi Zhang & Boyi Zhu & He Zhu & Zhaoxu Yu, 2022. "Text Mining of User-Generated Content (UGC) for Business Applications in E-Commerce: A Systematic Review," Mathematics, MDPI, vol. 10(19), pages 1-26, September.
    8. Pal Singh, Satender & Adhikari, Arnab & Majumdar, Adrija & Bisi, Arnab, 2022. "Does service quality influence operational and financial performance of third party logistics service providers? A mixed multi criteria decision making -text mining-based investigation," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 157(C).

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