Charting the path to consumer satisfaction: An innovative investigation into fresh e-commerce through text mining and spatiotemporal analysis

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dc.contributor.authorYang, Yixing
dc.contributor.authorWei, Lili
dc.contributor.authorFan, Liangxian
dc.contributor.authorZhao, Qiuhan
dc.contributor.otherEkonomická fakultacs
dc.date.accessioned2025-06-09T09:29:32Z
dc.date.available2025-06-09T09:29:32Z
dc.description.abstractThe rapid expansion of fresh food e-commerce introduces significant challenges in logistics service quality due to the perishability of products. However, the effects of these challenges on customer satisfaction, particularly across different regions and seasons, have been insufficiently explored. This study addresses this gap by analyzing Jingdong (JD)’s e-commerce reviews using latent dirichlet allocation (LDA) topic models to extract dimensions of logistics service quality, combined with sentiment analysis to evaluate both service quality and customer satisfaction. The research investigates how logistics service quality influences satisfaction, accounting for spatial and temporal variations. Key findings reveal that logistics attributes such as quality assurance, reliability, and convenience play a crucial role in shaping customer satisfaction, with their relative importance differing by region and season. For example, convenience is more critical in remote areas, whereas affluent regions place greater emphasis on empathy. Additionally, higher temperatures amplify the impact of logistics attributes. Repeat customers tend to demand higher service quality compared to first-time buyers. These insights provide actionable recommendations for e-commerce firms seeking to optimize logistics services and enhance their competitiveness.en
dc.formattext
dc.identifier.doi10.15240/tul/001/2025-5-006
dc.identifier.eissn2336-5604
dc.identifier.issn1212-3609
dc.identifier.urihttps://dspace.tul.cz/handle/15240/176884
dc.language.isoen
dc.publisherTechnická Univerzita v Libercics
dc.publisherTechnical university of Liberec, Czech Republicen
dc.publisher.abbreviationTUL
dc.relation.ispartofEkonomie a Managementcs
dc.relation.ispartofEconomics and Managementen
dc.relation.isrefereedtrue
dc.rightsCC BY-NC
dc.subjectFresh food e-commerceen
dc.subjectservice qualityen
dc.subjectonline reviewsen
dc.subjecttext miningen
dc.subjectcustomer satisfactionen
dc.subject.classificationM11
dc.subject.classificationP36
dc.subject.classificationQ21
dc.titleCharting the path to consumer satisfaction: An innovative investigation into fresh e-commerce through text mining and spatiotemporal analysisen
dc.typeArticleen
local.accessopen
local.citation.epage228
local.citation.spage208
local.facultyFaculty of Economics
local.filenameEM_2_2025_13
local.fulltextyes
local.relation.abbreviationE+Mcs
local.relation.abbreviationE&Men
local.relation.issue2
local.relation.volume28
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