Research on E-commerce Logistics Service Quality Problem Based on Electronic Word-of-Mouth Data Mining

China Business and Market - - 目 次 - ZHANG Zhen-Hua1 and XU Bo-Ming1,2

(1.Nanjing Forestry University,Nanjing,Jiangsu210037,China;2.Shenzhen Furniture Design Institute,Shenzhen,


Abstract:In the era of big data,with the development of e- commerce,demand on logistic service has been increased rapidly. While problems with quality of logistic service bring consumers and enterprises with significant trouble;and quality of logistic service has become one of the important factors having impact on related enterprises’success.Electronic Word-of-Mouth (e- WOM)has become a significant channel of consumer feedback,and enterprise can dig logistic service quality problem from E- WOM. Based on users’perception,the authors explore the method of recognizing,analyzing and solving logistic service quality problem from e-WOM to promote innovation in logistic service,and improve the quality and productivity. Take the case of B2C furniture,the authors propose the problem exploration model of B2C e- commerce logistic service quality base on eWOM,carry out analysis on the process of B2C e- commerce by Blueprint,NLP and Social Network Analysis,and on the relationship between logistic service and other services,and identify the key problems in logistic service failure. It is found that quality related problems with brand enterprises include problems in reliability,responsiveness,safety,protocol,and empathy; and countermeasures for quality related problems in delivery,transportation,distribution,setup,and communication should be based on service recovery,process redesigning,balancing demand and capacity,and managing people for service.

Key words:e-WOM;data mining;service blueprint;logistics service quality;service process redesign

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