基于在线评论的B2C电商物流服务质量评价与提升研究  

Research on Evaluation and Improvement of B2C E-commerce Logistics Service Quality Based on Online Comments

作　　者：王胜源[1] 宋镏莹 WANG Shengyuan;SONG Liuying(College of Media and Art,Liaoning Technical University,Fuxin 123000,China;School of Business Administration,Liaoning Technical University,Huludao 125105,China)

机构地区：[1]辽宁工程技术大学传媒与艺术学院,辽宁阜新123000 [2]辽宁工程技术大学工商管理学院,辽宁葫芦岛125105

出　　处：《物流科技》2024年第21期72-75,共4页Logistics Sci Tech

基　　金：辽宁省经济社会发展研究课题项目(2023lslybkt-071)。

摘　　要：基于在线评论挖掘消费者对B2C电商物流服务质量评价的影响因素,对促进物流和社会经济发展具有重要意义。文章采用网络爬虫技术采集京东、苏宁易购B2C电商平台家电类产品评论数据,采用TF-IDF算法、词云图、LDA主题模型等进行文本分析,并构建情感词典进行文本情感分析。研究发现:影响B2C家电电商物流服务质量的六个主要影响因素,依据其影响程度由大到小排列为:物流工作人员服务态度、安装师傅专业水平、物流售后服务、服务信誉、物流速度、物流价格。基于上述结果为相关家电电商物流企业可持续发展提出了对策与建议。Mining the influencing factors of consumers'evaluation of B2C e-commerce logistics service quality based on online comments is of great significance for promoting logistics and socio-economic development.This article uses web crawler technology to collect comment data on home appliance products on B2C e-commerce platforms of JD and Suning.TF-IDF algorithm,word cloud graph,LDA theme model,etc.are used for text analysis,and sentiment dictionaries are constructed for text sentiment analysis.Research has found that the six main influencing factors affecting the quality of B2C home appliance e-commerce logistics services are ranked in descending order based on their degree of influence:Logistics staff's service attitude,installation master's professional level,logistics after-sales service,service reputation,logistics speed,and logistics price.Based on the above results,countermeasures and suggestions have been proposed for the sustainable development of relevant home appliance e-commerce logistics enterprises.

关 键 词：在线评论 B2C电商 物流服务质量 情感分析 

分 类 号：F272[经济管理—企业管理]