Evaluating service quality of express logistics service based on online reviews using LDA-LSTM  

作　　者：Jiahe Hou Weihua Liu Yuenan Cao Siyu Wang Ou Tang 

机构地区：[1]College of Management and Economics,Tianjin University,Tianjin,300072,China [2]Department of Management and Engineering,Linköping University,Linköping,SE-58183,Swede

出　　处：《Journal of Management Science and Engineering》2024年第3期308-327,共20页管理科学学报（英文版）

基　　金：supported by Major Program of the National Social Science Foundation of China(Grant No.22&ZD139);This research was also funded by Tianjin Science and Technology Planning Project(Grant No.22ZLGCGX00060).The reviewers'comments are also highly appreciated.

摘　　要：The quality of logistics services affects the performance and competitiveness of express logistics companies.Conventional evaluation methods of service quality are based on constructing a rating index system and then comprehensively evaluating the associated questionnaires and interviews.Such methods are often subjective,time-consuming,and include a limited sample size(data).On the other hand,customers'opinions concerning logistics services can now be deciphered using online customer reviews.Therefore,this study proposes a method combining the models of latent Dirichlet allocation and long-short term memory(LDA-LSTM)to overcome the limitations of conventional evaluation methods.The main contributions include four aspects.First,the LDA-LSTM model can extract comprehensive aspects and opinions to develop evaluation indexes and scores for logistics service quality,and the reviews of a logistics firm can be examined to verify the effectiveness of this method.Second,the LDA-LSTM model can handle a situation in which several aspects and opinions express one topic or sentiment,and it outperforms the joint sentiment topic model(JST)and naive Bayes classification(NB).Third,positive and negative ratings can reflect a firm's overall service quality,with an excellent rating highlighting the best service quality,which can provide a multi-dimensional evaluation.Fourth,we also identify the indicators of logistics service quality on which customers focus,and we compare the service quality among express enterprises in China.

关 键 词：Scraping of reviews LDA model and service elements Sentiment analysis Excellent rating Logistics service 

分 类 号：F25[经济管理—国民经济]