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

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.

Impact of Digitalization on Customers’ Well-Being in the Pandemic Period: Challenges and Opportunities for the Retail Industry

“…To be successful, retailers need to find a solution to meet the customer’s online order as efficiently as possible [ 40 , 57 ]. Another issue is efficient return management, mobile application usability, and supply chain configuration [ 55 ]. The returns must be organized in a flexible and hassle-free manner and allow an order to be executed at any time at the most efficient and cost-effective point in any warehouse or store.…”

“…The provision of logistics services is one of the most expensive operations in m-commerce and plays a critical role in promoting online shopping [48]. Thus, Hong et al (2019) considers that practicality, communication, reliability, and responsiveness in the provision of logistics services are critical predictors of customer satisfaction [55]. Huang (2019) indicates that efficient delivery is a crucial factor in customer satisfaction and loyalty [54].…”

“…Other online commerce issues refer to the delivery period and the mismatch between the product received and the specification of the product online [ 48 , 52 , 54 ]. To achieve a higher prevalence of m-commerce, certain conditions might be fulfilling, and one of the most important is the development of logistics capabilities and services [ 46 , 55 ]. The provision of logistics services is one of the most expensive operations in m-commerce and plays a critical role in promoting online shopping [ 48 ].…”

Difference Analysis of the Contribution of E-commerce and Modern Logistics to Regional Economy Based on Wireless Network

“…).Among them, C and e are constant 1 trend growth, when modern logistics is raised to a certain extent, it will not be able to pass the restriction of logistics speed. Figure 3 The impact of the degree of application of e-commerce and modern logistics on the scope of regional economic development To achieve a certain limit efficiency, the product radiation range is limited, thus controlling the regional economic range to a certain limit [28]. In the figure, the regional economic range value corresponding to the focus A of the two curves indicates that there is a most reasonable single-point radiation range for the product under the joint action of e-commerce and modern logistics.…”

Difference Analysis of the Contribution of E-commerce and Modern Logistics to Regional Economy Based on Wireless Network

“…The impact of the degree of application of e-commerce and modern logistics on the scope of regional economic development To achieve a certain limit efficiency, the product radiation range is limited, thus controlling the regional economic range to a certain limit [34]. In the figure, the regional economic range value corresponding to the focus A of the two curves indicates that there is a most reasonable single-point radiation range for the product under the joint action of e-commerce and modern logistics.…”