scholarly journals Evaluation of Logistics Service Quality: Sentiment Analysis of Comment Text Based on Multi-Level Graph Neural Network

2021 ◽  
Vol 38 (6) ◽  
pp. 1853-1860
Author(s):  
Wei Chen ◽  
Xuan Zheng ◽  
Haijun Zhou ◽  
Zhe Li
Keyword(s):  
Neural Network ◽  
Service Quality ◽  
Sentiment Analysis ◽  
Language Processing ◽  
Service Providers ◽  
Modern Society ◽  
Message Delivery ◽  
Global Features ◽  
Logistics Service ◽  
Logistics Service Quality

The world is severely impacted by the coronavirus (COVID19). During the epidemic, logistics service, an often-overlooked pillar of the modern society, steps into the spotlight. However, the service capability is inevitably weakened by the epidemic. The fatigued service providers are increasingly unable to meet the high expectations of users, who therefore leave harsh comments on logistics services. It is important for managers to find information that helps to improve management, out of the biased and angry comments. Text sentiment analysis is a fundamental work in natural language processing (NLP). In recent years, graph neural network (GNN) has achieved excellent performance in various NLP tasks. Nevertheless, GNN only considers the adjacent words, as it updates graph nodes. The model thereby emphasizes local features over global features, and misses the intent of the comment text. This paper constructs a triple graph neural network (TGNN) to serve the sentiment analysis of service texts. Firstly, the corresponding node connection windows were applied on different network layers to consider both local and global features. Next, the graph attention network (GAT) was adopted as the message delivery mechanism to fuse the features of all word nodes in the graph. Experimental results show that, the TGNN can evaluate the comment texts on logistics service quality more accurately than the other models.

Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach

2020 ◽  
Vol 33 (1) ◽  
pp. 125-140 ◽  
Author(s):  
Barbara Gaudenzi ◽  
Ilenia Confente ◽  
Ivan Russo
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Qualitative Comparative Analysis ◽  
Content Type ◽  
Logistics Service ◽  
B2b Relationships ◽  
Logistics Service Quality

PurposeThis study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold: (1) to investigate how business customers perceive the LSQ dimensions in business-to-business (B2B) relationships, with a particular focus on the role of logistics service providers and (2) to analyse the manner in which such dimensions, when combined, lead to high levels of customer satisfaction.Design/methodology/approachData collected through a survey of a sample of Italian food companies are analysed using a qualitative comparative analysis approach. The analysis explores ways of achieving customer satisfaction through different combinations of LSQ dimensions and not only via a “single recipe,” as in most symmetrical methods.FindingsThe study describes how seven dimensions of LSQ lead to achieve customer satisfaction, particularly highlighting and discussing how the different LSQ constructs lead to gain high customer satisfaction via different configurations. This approach is unique in identifying not only linear relationships among variables as traditional statistical methods do, via a configurational approach.Research limitations/implicationsMost academic studies in the related literature investigate service quality from a quality management and a supply chain management perspective. This study fills the existing gap in the analysis of B2B relationships, focusing on the role of third-party logistics (3PL) service providers.Practical implicationsThe study presents useful implications for practitioners, describing several ways in which 3PL service providers can combine LSQ dimensions to perform a continuous improvement of customer experience and to gain higher levels of customer satisfaction.Originality/valueThis study fills the existing gap in the analysis of B2B relationships, using the lens of quality management and supply chain management perspectives, and focusing on the role of 3PL service providers.

Halal logistics service quality: conceptual model and empirical evidence

2018 ◽  
Vol 120 (11) ◽  
pp. 2599-2614 ◽  
Author(s):  
Suhaiza Zailani ◽  
Shima Jafarzadeh ◽  
Mohammad Iranmanesh ◽  
Davoud Nikbin ◽  
Nur Izatul Irani Selim
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Relevant Literature ◽  
Quality Model ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Food And Beverage ◽  
Halal Food ◽  
Logistics Service Quality

PurposeThe purpose of this paper is to devise and test a model of halal logistic service quality.Design/methodology/approachTo develop the halal logistics service quality model, the relevant literature was reviewed and a qualitative study was carried out on halal logistics service providers and their customers. A survey of 253 halal food and beverage firms in Malaysia was conducted, and based on the results, a model was developed and tested empirically.FindingsBased on the literature review, interviews, pretest and empirical study, a valid and reliable measurement instrument for halal logistics service quality was developed.Practical implicationsThe findings can help managers of halal logistics service providers to understand the criteria that halal food and beverage firms are considered to judge the quality of halal logistics services.Originality/valueThis study makes a valuable contribution by proposing a halal logistics service quality model.

scholarly journals Developing a Sustainable Logistics Service Quality Scale for Logistics Service Providers in Egypt

Logistics ◽  
2021 ◽  
Vol 5 (2) ◽  
pp. 21
Author(s):  
Ahmed Hussein Ali ◽  
Ani Melkonyan ◽  
Bernd Noche ◽  
Tim Gruchmann
Keyword(s):  
Supply Chain ◽  
Service Quality ◽  
Service Providers ◽  
Future Research ◽  
Logistics Service ◽  
Sustainable Logistics ◽  
Logistics Service Providers ◽  
Sorting Technique ◽  
Sustainability Practices ◽  
Logistics Service Quality

The role of sustainability has made it a vital point to measure companies’ financial performances and sustainability practices along the overall supply chain. Logistics service providers (LSPs) are among the supply chain actors that need to consider sustainability practices to present a better sustainable service. Therefore, we studied LSPs in Egypt, as Egypt has set sustainability goals in the logistics sector to be achieved by 2030. This research proposes a new sustainable logistics service quality (SLSQ) scale through reviewing the literature on sustainable service quality (SSQ) and logistics service quality (LSQ). While additional semi-structured interviews were conducted with LSP companies in Egypt to formulate the SLSQ scale for this specific region, the Q-sorting technique was used to confirm SLSQ measurements. Hence, we present a scale to evaluate Egypt’s overall LSPs’ service quality. Our research thereby contributes to the theory by proposing a new framework that measures the SLSQ in LSP companies in emerging countries and to the practice by tying the framework to accompany Egyptian law. The results are discussed against previous literature and concluded by showing limitations and potential future research avenues.

Investigating logistics service quality in omni-channel retailing

2017 ◽  
Vol 47 (4) ◽  
pp. 263-296 ◽  
Author(s):  
Monique Murfield ◽  
Christopher A. Boone ◽  
Paige Rutner ◽  
Rodney Thomas
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Three Dimensions ◽  
Consumer Loyalty ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Quality ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to investigate the impact of logistics service quality (LSQ) on consumer satisfaction and loyalty in an omni-channel retail environment. Design/methodology/approach An empirical, survey-based approach is used to collect data from consumers about experiences with two different omni-channel retail scenarios: buy-online-pickup-in-store (BOPS), and buy-in-store-ship-direct (BSSD). Participants responded to questions regarding the LSQ, consumer satisfaction, and consumer loyalty relative to their actual experience in one of these situations. Findings Results suggest that omni-channel consumers are truly unique, and all three dimensions of LSQ (condition, availability, and timeliness) are distinct in their impact on satisfaction and loyalty. Results suggest that in the BOPS sample, consumer satisfaction partially mediates the relationship between condition and loyalty and fully mediates the relationship between timeliness and loyalty. In the BSSD model, consumer satisfaction partially mediates the relationship between timeliness and consumer loyalty. Research limitations/implications This research studies LSQ in two different omni-channel scenarios; additional research is needed to explore other omni-channel scenarios and extend the findings to be more generalizable. Practical implications Managers should recognize that for omni-channel consumers, timeliness is the essential driver of satisfaction and loyalty. Retailers need to account for this reality and dedicate substantial resources to meet delivery requirements in a timely manner. Logistics service providers need to emphasize speed and reliability of their delivery processes for omni-channel consumers. Originality/value This research is the first attempt at conceptualizing LSQ in an omni-channel supply chain, and testing the impact of LSQ on consumer satisfaction and loyalty.

scholarly journals Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

2021 ◽  
Vol 10 (1) ◽  
pp. 189-204
Author(s):  
Muhammad Saqib Khan ◽  
Haijun Wang ◽  
Qing Wang ◽  
Waseem Khan ◽  
Tahira Javed
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Service Providers ◽  
Research Work ◽  
Retail Sector ◽  
Repurchase Intention ◽  
Logistics Service ◽  
Study Results ◽  
Logistics Service Quality ◽  
The Relationship

This study examined the relationship between the level of logistics service quality, relationship quality, and repurchase intention in the e-retail sector of Pakistan. Logistics service quality LSQ was integrated into the step-by-step purchasing process including pre-purchase, purchase, and post-purchase factors. This research is unique from existing research work as it validated a holistic model by examining the role of customer’s perception of LSQ in strengthening their RQ and subsequent purchase intentions in the e-retail logistics sector of Pakistan and draw important suggestions to enhance the competitiveness of logistics services of domestic e-retail logistic firms. A survey strategy using self-administered questionnaires was employed from customers of departmental stores, large discount stores, shopping malls & retail outlets. A total of n=241 based on a cluster of conventional retail consumers across Pakistan was drawn. The study results provide a quality framework for the management of logistics service providers working in Pakistan's e-retail industry to evaluate the strengths and limitations of their service provision and then identify areas where improvements might be needed.

A GAP ANALYSIS IN SERVICE QUALITY OF THAI LOGISTICS SERVICE PROVIDERS

2013 ◽  
Author(s):  
Chatwadee Tansakul ◽  
◽  
Jirachai Buddhakulsomsiri ◽  
Thananya Wasusri ◽  
Papusson Chaiwat ◽  
...  
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Service Providers ◽  
Logistics Service ◽  
Logistics Service Providers
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