Research on the Impact of Online Shopping Express Service Quality on Customer Satisfaction Based on Management Statistics

Fang, Junru; Li, Xuemei; Li, Xuewei

doi:10.1109/ecit50008.2020.00016

Cited by 3 publications

(1 citation statement)

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“…Xia Qing pointed out in his paper that consumers of online shopping do not have a clear view of the mechanism of satisfaction, which leads to e-commerce companies do not pay enough attention to the impact of the quality of express service on customer satisfaction. In fact, customer satisfaction in online shopping is indirectly affected by service quality [9]. Febrisi Dwita, Leony Agustine (2023) argued that there is a positive correlation between the moment of truth and customer satisfaction, and that the quality of service has a positive impact on customer satisfaction, and that when delivery service companies provide the highest quality of service, the customers feel and will repeat their services, and it can even make these customers more loyal to the company [10].…”

Section: Research On the Relationship Between Service Quality And Sat...mentioning

confidence: 99%

Current Status of Research on Courier Service Quality on University Campuses

Huang

2023

FBEM

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With the rapid development of e-commerce in China, and college students as the main force of China's online shopping, its demand for courier services gradually increased. However, some campus express delivery is currently characterised by individual dispersion, difficult control of links, inconvenient access to schools for outsiders and vehicles, which increases the difficulty of its delivery and triggers a series of problems at the end of college express delivery. This study aims to explore the current status of research on the quality of express delivery service for Chinese college students, which provides a research basis for the next study on the provision of better quality express delivery service for teachers and students.

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Section: Research On the Relationship Between Service Quality And Sat...mentioning

confidence: 99%

Current Status of Research on Courier Service Quality on University Campuses

Huang

2023

FBEM

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Online shopping behavior prediction using support vector machines

Roque,

Gustilo,

Crisostomo

et al. 2024

AIP Conference Proceedings

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Research on Logistics Service Assessment for Smart City: A Users’ Review Sentiment Analysis Approach

et al. 2022

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The innovative development of logistics has become a powerful starting point and strong support for the construction of smart cities. An accurate evaluation of logistics service quality can promote intelligent transformation, and upgrading logistics enterprises can improve the urban public service infrastructure. In this study, we propose a logistics service quality evaluation model based on a combination of sentiment analysis technology and a traditional index evaluation system. With the help of sentiment analysis technology, the model focuses on extracting the sentiment characteristics of logistics service quality from user reviews and analyzing user attitudes from different aspects. We designed a new logistics service quality evaluation index system by improving the SERVQUAL model. The system uses sentiment analysis technology to explore evaluation content through feature extraction and builds relations between the evaluation content and indices. Additionally, we use sentiment orientation analysis with different indices to comprehensively evaluate service quality. The experimental analysis shows that the proposed model and algorithm have high accuracy.

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Research on the Impact of Online Shopping Express Service Quality on Customer Satisfaction Based on Management Statistics

Cited by 3 publications

References 1 publication

Current Status of Research on Courier Service Quality on University Campuses

Current Status of Research on Courier Service Quality on University Campuses

Online shopping behavior prediction using support vector machines

Research on Logistics Service Assessment for Smart City: A Users’ Review Sentiment Analysis Approach

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