期刊
INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH
卷 59, 期 7, 页码 2229-2249出版社
TAYLOR & FRANCIS LTD
DOI: 10.1080/00207543.2020.1809733
关键词
Urban logistics; blockchain; customer satisfaction; machine learning; sustainability
资金
- National Natural Science Foundation of China [51405089]
- Science and Technology Planning Project of Guangdong Province [2015B010131008, 2015B090921007]
- China Postdoctoral Science Foundation [2018M630928]
- K. C. Wong Magna Fund in Ningbo University
Urbanisation and changing consumer demands pose challenges to improve customer satisfaction in urban logistics. Current satisfaction evaluations are time-consuming and lack transparency. A blockchain-based approach with machine learning is proposed to predict satisfaction and enhance transparency in the industry.
The rapid development of urbanisation and the ever-changing consumers' demands are constantly changing the urban logistics industry, imposing challenges on logistics service providers to improve customer satisfaction which is one of the indicators for the sustainability of urban logistics. Existing customer satisfaction evaluations are based on a questionnaire survey, which is time-consuming and labour intensive. Moreover, the logistics data are confidential and can only be accessed by the stakeholders in existing logistics models, causing the problem of information non-transparency among logistics enterprises and the third authorities like banks and governments, which may hinder the sustainable development of urban logistics. In this paper, we propose a blockchain-based evaluation approach for customer satisfaction in the context of urban logistics. Four criteria affecting customer satisfaction in urban logistics are identified. A machine learning algorithm Long Short-Term Memory (LSTM) is adopted to predict customer satisfaction in the future period. The implementation is demonstrated to illustrate the proposed approach. A smart contract is designed for compensation and/or refund to customers when their satisfaction with the delivery services is at a low level.
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