Journal Article

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

Wei, Chao, Zhang, Dingkai, Zhang, Shaozhong, Zhong, Haidong

2022

Overview

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.

• Publisher: MDPI AG
• Subject: Accuracy / Algorithms / Attitudes / City planning / Computational linguistics / Crowdsourcing / Data mining / Decision making / Electronic commerce / Feature extraction / Fuzzy sets / Language processing / Logistics / Logistics services / Machine learning / Methods / Natural language interfaces / Quality assessment / Quality of service / Quality standards / Questionnaires / Reverse logistics / Sentiment analysis / Service industries / Smart cities / Technology application / Technology assessment