Sentiment Analysis for the Customer Feedback in the Express Delivery Enterprise Evaluation System

IF 4.8 2区管理学 Q1 EDUCATION & EDUCATIONAL RESEARCH

Academy of Management Learning & Education Pub Date : 2020-12-29 DOI:10.18282/l-e.v9i3.1574

Qi Wang, Shan Lu, J. Lin, Congyu Wang, Hong Fan

引用次数: 1

Abstract

Concomitant with rapid growth in recent years of Chinese e-commerce, an express delivery enterprise has developed and customer demand for express delivery services has increased. However, the Chinese express delivery industry has challenges such as low employee education level, sparse information availability, and high customer complaint rate. Big data technology provides a means for extracting customer opinions and studying customer behavior to realize greater overall customer satisfaction. In this study, the Chinese express delivery companies STO Express, YTO Express, ZTO Express, and YUNDA were selected as representatives and corresponding customer complaint information from the State Post Bureau analyzed. Sentiment analysis results indicate that companies can employ service decisions and develop measures to improve customer satisfaction and loyalty.

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快递企业评价系统中客户反馈的情感分析

近年来，伴随着中国电子商务的快速发展，快递企业应运而生，客户对快递服务的需求也在不断增加。然而，中国快递行业面临着员工教育程度低、信息稀缺、客户投诉率高等挑战。大数据技术为提取顾客意见和研究顾客行为提供了手段，从而提高顾客的整体满意度。本研究选取中国快递公司申通速递、圆通速递、中通速递和韵达为代表，对国家邮政局提供的相应客户投诉信息进行分析。情感分析结果表明，企业可以采用服务决策并制定措施来提高客户满意度和忠诚度。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Academy of Management Learning & Education Multiple-

CiteScore

8.20

自引率

8.30%

发文量

期刊介绍： AMLE’s mission is to contribute to management learning and education by publishing theory, empirical research, reviews, critiques, and resources that address the processes of management teaching and the learning that results from it. Additionally, AMLE publishes work that addresses important issues in the institutional environment and administration of business schools and their stakeholders. The journal’s emphasis is on the study of management learning and education in all types of settings—schools and universities as well as businesses and public and non-profit organizations. AMLE is quarterly in March, June, September, and December.