Browse > Article
http://dx.doi.org/10.22156/CS4SMB.2020.10.02.039

Analysis regarding Complaints of Courier Consumers and Workers in the Parcel Delivery Service by using Topic Model  

Shin, Jin Gyu (University College, SungKyunKwan University)
Publication Information
Journal of Convergence for Information Technology / v.10, no.2, 2020 , pp. 39-48 More about this Journal
Abstract
Many studies have been conducted to analyze factors that affect customer satisfaction, and service quality improvement in the parcel delivery industry. Most of these studies have a limited number of respondents using methods such as surveys and interviews. Therefore, this study aims to supplement the shortcomings of previous studies, by searching and analyzing the common major topics related to the complaints pointed out by consumers and suppliers in the parcel delivery service with cases of consumer counseling, and articles that reflect the complaints of workers in the industry. In addition, by analyzing the trend of these topics, we attempted to discover new topics and suggest implications. In conclusion, topics such as delay/lost/wrong deliveries as well as the fierce competition in the parcel delivery industry, turned out to be central aspects. As a result of the topic trend analysis, talks with international couriers have recently increased, and many conflicts related to apartment parcel delivery have been dealt with. The topics presented in this study are mainly focused on the contents of previous studies, but we expect that new and valuable topics can be derived by adding other data and analysis methods, such as internal counseling and academic literature.
Keywords
Delivery service; Consumer complaint; Worker complaint; Topic model; Network centrality;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
연도 인용수 순위
1 Y. C. Hwang, C. S. Cheon, K. H. Kim & K. H. Kim. (2013). The Effect to Trust, Satisfaction, Repurchase intention by Logistic Service Quality in Online Shopping. Productivity review, 27(1), 479-507. DOI : 10.15843/kpapr.27.1.201303.479   DOI
2 S. U. Moon, I. W. Jun & S. M. Kim. (2014). A Study on the Customer Satisfaction of Courier Company Service in Internet Shopping. Korea Logistics Review, 24(1), 65-88.
3 Y. Chen, J. Yu, S. Yang, & J. Wei. (2018). Consumer's intention to use self-service parcel delivery service in online retailing : An empirical study. Internet research, 28(2), 500-519. DOI : 10.1108/intr-11-2016-0334   DOI
4 J. G. Song. (2012). Study on the improving plan of logistics of door to door delivery service : Focusing on the D company. Masters dissertation. Myongji University, Seoul.
5 H. K. Ha & J. U. Min. (2006). Analysis of company selection factors of small package express provider. Korean Journal of Logistics, 14(2), 141-157.
6 M. H. Park. (2016). A Study on the Improvement of Senior Parcel Delivery Service. Korea Logistics Review, 26(2), 105-113. DOI : 10.17825/klr.2016.26.2.105   DOI
7 Anna Shin. (2019). Keyword and topic analysis on free semester policy using big data. Doctoral dissertation. Seoul National University, Seoul.
8 H. D. Choi & J. G. Ahn. (2015). How does the General Public Understand Science and Technology Issues?: A Case on the Nuclear Power Issue Using Topic Modeling Approach. Journal of Technology Innovation, 23(4), 151-176. DOI : 10.14386/sime.2015.23.4.152   DOI
9 S. S. Lee. (2016). A Study on the Application of Topic Modeling for the Book Report Text. Korea Library and Information Science Society, 48(1), 1-18. DOI : 10.16981/kliss.47.4.201612.1
10 H. J. Kim, S. W. Kim & S. T. Kim. (2018). Topic Modeling of Media Reports on Smartphone Addiction - A Study on the Comparison of Government Policies between 2010 and 2018. Korean Journal of Broadcasting & Telecommunications Research, (104), 38-69.
11 H. S. Lee & M. J. Kwak. (2014). Use Characteristics of Door - to - Door Delivery Service and Consumer Service Satisfaction. Journal of Consumer Policy Studies, 45(3), 157-182. DOI : 10.15723/jcps.45.3.201412.157   DOI
12 S. Y. Hong. (2012). Classification of voice of customer in the door-to-door delivery service using machine learning techniques. Masters dissertation. Korea University, Seoul.
13 S. B. Seo, J. S. Lee & Y. G. Kim. (2015). Parcel freight O/D estimation and analysis for developing improvement strategies of parcel delivery services in Korea. Sejong : The Korea Transport Institute.
14 J. S. Lee, C. S. Lee & S. H. Kim. (2017). A plan to develop the delivery industry in response to increased demand for services. Sejong : The Korea Transport Institute.
15 J. H. Kim. (2008). A Study on the Effect of Service Quality Factors to Service Value, Customer Satisfaction and Customer Behavior in Internet Shopping Mall. Journal of the Korea Service Management Society, 9(4), 229-256. DOI : 10.15706/jksms.2008.9.4.009   DOI
16 S. U. Park. (2016). Analysis of Social Media Contents about Broadcast Media through Topic Modeling. Journal of Information Technology Services, 15(2), 81-92. DOI : 10.9716/kits.2016.15.2.081   DOI
17 D. W. Choi & J. G. Shin. (2008). Generation for Efficient Management of Business Process Repository in e-commerce Delivery Exception Handling. Journal of Intelligence and Information Systems, 14(4), 147-160.
18 D. M. Blei, A. Y. Ng & M. I. Jordan. (2003). Latent Dirichlet Allocation. Journal of Machine Learning Research 3, 993-1002.
19 Y. D. Kim & K. H. Jeong.(2016). Micro-Segmentation Strategy for Big Data Analytics Using a Topic Model. Journal of Korean Official Statistics, 17-34.
20 Martin Ponweiser. (2012). Latent dirichlet allocation in R. Diploma thesis. Institute for Statistics and Mathematics Thesis.
21 M. E. Roberts, B. M. Stewart & D. Tingley. (2016). Navigating the local modes of big data: The case of topic models. New York : Cambridge University Press. DOI : 10.1017/CBO9781316257340.004
22 J. H. Park & S. H. Lee. (2008). The Effects of Logistics Service Quality, Relationship Quality among Customer Loyalty in Courier Company. Korea Marketing Review, 23(4), 23-50.
23 C. S. Woon & B. B. Ki. (2003). Measuring Logistics Quality in Parcel Delivery Service. Journal of the Korea Safety Management and Science, 5(4), 219-228.
24 J. G. Song & T. R. Kim. (2012). The Performance Formation Model of Service Quality Factors for Courier Service. Journal of Distribution Science, 10(4), 37-45. DOI : 10.15722/jds.10.4.201204.37
25 M. H. Kang & C. K. Chung. (2015). An Empirical Study on the Customer Satisfaction Factors of Logistic Service Quality: A Comparison of Korea and China. Korea Logistics Review, 25(4), 1-11. DOI : 10.17825/klr.2015.25.4.1
26 J. S. Kim & I. S. Seon. (2015). A Study on the Differences of Perception Level of Logistics Service Quality between the Logistics Service Provider and the Customer. Korea Logistics Review, 25(1), 63-79. DOI : 10.17825/klr.2015.25.1.63
27 M. K. Seo, J. H. Kwon & Y. J. Choi. (2003). Impact of Logistics Service Quality on Customer Satisfaction and Loyalty in Parcel Service. Korea Logistics Review, 23(5), 239-262.
28 H. N. Lee, W. H. Na & H. S. Kim. (2011). The Classification of the Service Quality Elements in the parcel service Using the Kano Model. Journal of Korea Service Management Society, 12(5), 315-333. DOI : 10.15706/jksms.2011.12.5.012   DOI