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

• Published in: Journal of management science and engineering (Online) Vol. 9; no. 3; pp. 308 - 327
• Main Authors: Hou, Jiahe, Liu, Weihua, Cao, Yuenan, Wang, Siyu, Tang, Ou
• Format: Journal Article
• Language: English
• Published: Beijing Elsevier B.V 01.09.2024; KeAi Publishing Communications Ltd; KeAi Communications Co., Ltd
• Subjects: Customer services; Excellent rating; LDA model and service elements; Logistics; Logistics service; Memory; Quality of service; Questionnaires; Ratings & rankings; Scraping of reviews; Sentiment analysis; Subjectivity; Sentiment analysis; Excellent rating; Logistics service; LDA model and service elements; Scraping of reviews

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 meth...