Analysis of Logistics Customer Complaints Based on Grounded Theory

Abstract

With the rapid development of e-commerce and the continuous expansion of the global market, the logistics industry is facing increasingly complex challenges in meeting consumer demand and improving service quality. In such a competitive environment, customer complaints have become one of the important indicators to evaluate the quality of logistics services and relationship maintenance. Customer complaints not only reflect customer dissatisfaction with the service, but may also hint at potential systemic problems and opportunities for improvement. In order to better improve logistics services, it is necessary to find the direction of logistics improvement through customer complaints. Based on this, we use the grounded theory method to encode and analyze the customer's online comments on the express service, and then get the logical relationship of each category, refine and summarize the causes of customer complaints, and finally get the customer complaint points. The results show that customer complaints mainly focus on the problems of unclear object status, inefficient logistics business, low staff quality and difficult customer intervention.