摘要
用户在线评价反映消费者对服务质量的体验认知。基于用户在线评价数据分析跨境电商平台物流服务质量,有助于增强跨境电商平台物流服务质量治理体系与治理能力的现代化水平。选取2019年7月1日至9月30日天猫国际、苏宁易购、海囤全球、唯品国际、聚美优品五类跨境电商的用户在线评价数据,运用认知地图方法分析用户在线评价数据间的关联强度和近似语义,以精准析出当前跨境电商平台物流服务环节的质量问题,并提出从面向升级信息平台服务、物流服务过程管控、提升客户签收质量、完善客户中心服务四个维度,优化跨境电商平台物流质量。
In this paper,selecting the user online comment from July 1 to September 30,2019 of five cross-border e-commerce platforms:Tmall Global,Suning.com,Haidun Global,Vipshop International,and Jumei Youpin,we analyzed the correlation strength and approximate semantics of the comment data using cognitive map method to accurately determine the quality problems existing in the logistics service links of the cross-border e-commerce platforms,and proposed to improve the quality of their logistics services by upgrading information platform service,better logistics service process control,improving the quality of the customer confirmation link,and perfecting customer center services.
作者
刘逸飞
Liu Yifei(Nanjing Forestry University school of Econmics&Management,Nanjing 210037,China)
出处
《物流技术》
2020年第11期78-82,共5页
Logistics Technology
关键词
用户在线评价
跨境电商平台
物流服务质量
user online comment
cross-border e-commerce platform
logistics service quality
