Analysis of Logistics Service Quality and Customer Satisfaction during COVID-19 Pandemic in Saudi Arabia

Abstract

Logistics companies' success is inextricably linked to the quality of their services, particularly when dealing withcustomer issues. Nowadays, social media is the first place thatusers turn to in order to express their thoughts on services or tocommunicate with customer service representatives to resolveproblems. Businesses can retrieve and analyze these data to gaina better understanding of the factors that affect their operations,both positively and negatively. During the COVID-19 pandemic,we conducted a sentiment analysis to assess customer satisfactionwith logistics services in Saudi Arabia's private and publicsectors. Using a lexicon-based approach, 67,124 tweets werecollected and classified as positive, negative, or neutral. Asupport vector machine (SVM) model was used for classification,with an average accuracy of 82%. Following that, we conducted athematic analysis of negative opinions in order to identify thefactors that influenced the effectiveness and quality of logisticsservices. The findings reveal five negative themes: delay,customer service issues, damaged shipments, delivery issues, andhidden prices. Finally, we make suggestions to improve theefficiency and quality of logistics services