Analysis of Logistics Service Quality and Customer Satisfaction during COVID-19 Pandemic in Saudi Arabia

Abstract

Logistics companies' success is inextricably linked to the quality of their services, particularly when dealing with customer issues. Nowadays, social media is the first place that users turn to in order to express their thoughts on services or to communicate with customer service representatives to resolve problems. Businesses can retrieve and analyze these data to gain a better understanding of the factors that affect their operations, both positively and negatively. During the COVID-19 pandemic, we conducted a sentiment analysis to assess customer satisfaction with logistics services in Saudi Arabia's private and public sectors. Using a lexicon-based approach, 67,124 tweets were collected and classified as positive, negative, or neutral. A support vector machine (SVM) model was used for classification, with an average accuracy of 82%. Following that, we conducted a thematic analysis of negative opinions in order to identify the factors that influenced the effectiveness and quality of logistics services. The findings reveal five negative themes: delay, customer service issues, damaged shipments, delivery issues, and hidden prices. Finally, we make suggestions to improve the efficiency and quality of logistics services.

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