Investigating the Role of Logistics Delivery Services in Shaping Customer Satisfaction: LLM-Aspect-Based Sentiment Analysis of Perceived Quality in Indonesian E-Commerce.
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| Title: | Investigating the Role of Logistics Delivery Services in Shaping Customer Satisfaction: LLM-Aspect-Based Sentiment Analysis of Perceived Quality in Indonesian E-Commerce. |
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| Authors: | Setiyawan, Arbi1 (AUTHOR) 5103200250@stmail.ujs.edu.cn, He, Youshi1,2 (AUTHOR), Sastri, Ray1,2 (AUTHOR) |
| Source: | Journal of Theoretical & Applied Electronic Commerce Research. Dec2025, Vol. 20 Issue 4, p345. 27p. |
| Subjects: | Customer satisfaction, Perceived quality, Third-party logistics, Language models, Electronic commerce, Indonesians, Sentiment analysis, Product reviews |
| Geographic Terms: | Indonesia |
| Abstract: | A significant challenge in e-commerce is the inability of consumers to physically inspect products, forcing them to rely on perceived quality derived from other consumers' experiences. However, gaps remain in understanding which dimensions of perceived quality are most frequently mentioned and influential for customer satisfaction, particularly in emerging markets like Indonesia. This study investigates these gaps by identifying key perceived quality aspects and examining their impact on satisfaction, with a specific focus on the moderating role of logistics delivery services. Using a large language model (LLM), specifically Google's Gemma 2, we performed aspect-based sentiment analysis on 5000 smartphone reviews from Indonesian e-commerce. Logistic regression models incorporating interaction variables were employed to evaluate the relationships. The results identify the most frequently mentioned aspects of perceived quality: Logistics delivery services, Functionality, Originality, Responsiveness, and Packaging. While Logistics delivery services was the most mentioned aspect, Packaging had the most significant direct influence on satisfaction. Notably, Logistics delivery services also play a significant moderating role, enhancing the positive effect of other perceived quality aspects on satisfaction. These findings suggest that Logistics delivery services contribute directly to satisfaction and amplify other aspects, resulting in greater customer satisfaction. The study contributes to the literature by demonstrating LLM-driven aspect-based sentiment analysis methods and expanding the concept of perceived quality to include service aspects, thus promoting a more complete consideration of perceived quality in e-commerce. [ABSTRACT FROM AUTHOR] |
| Copyright of Journal of Theoretical & Applied Electronic Commerce Research is the property of MDPI and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) | |
| Database: | Engineering Source |
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| Items | – Name: Title Label: Title Group: Ti Data: Investigating the Role of Logistics Delivery Services in Shaping Customer Satisfaction: LLM-Aspect-Based Sentiment Analysis of Perceived Quality in Indonesian E-Commerce. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Setiyawan%2C+Arbi%22">Setiyawan, Arbi</searchLink><relatesTo>1</relatesTo> (AUTHOR)<i> 5103200250@stmail.ujs.edu.cn</i><br /><searchLink fieldCode="AR" term="%22He%2C+Youshi%22">He, Youshi</searchLink><relatesTo>1,2</relatesTo> (AUTHOR)<br /><searchLink fieldCode="AR" term="%22Sastri%2C+Ray%22">Sastri, Ray</searchLink><relatesTo>1,2</relatesTo> (AUTHOR) – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22Journal+of+Theoretical+%26+Applied+Electronic+Commerce+Research%22">Journal of Theoretical & Applied Electronic Commerce Research</searchLink>. Dec2025, Vol. 20 Issue 4, p345. 27p. – Name: Subject Label: Subjects Group: Su Data: <searchLink fieldCode="DE" term="%22Customer+satisfaction%22">Customer satisfaction</searchLink><br /><searchLink fieldCode="DE" term="%22Perceived+quality%22">Perceived quality</searchLink><br /><searchLink fieldCode="DE" term="%22Third-party+logistics%22">Third-party logistics</searchLink><br /><searchLink fieldCode="DE" term="%22Language+models%22">Language models</searchLink><br /><searchLink fieldCode="DE" term="%22Electronic+commerce%22">Electronic commerce</searchLink><br /><searchLink fieldCode="DE" term="%22Indonesians%22">Indonesians</searchLink><br /><searchLink fieldCode="DE" term="%22Sentiment+analysis%22">Sentiment analysis</searchLink><br /><searchLink fieldCode="DE" term="%22Product+reviews%22">Product reviews</searchLink> – Name: SubjectGeographic Label: Geographic Terms Group: Su Data: <searchLink fieldCode="DE" term="%22Indonesia%22">Indonesia</searchLink> – Name: Abstract Label: Abstract Group: Ab Data: A significant challenge in e-commerce is the inability of consumers to physically inspect products, forcing them to rely on perceived quality derived from other consumers' experiences. However, gaps remain in understanding which dimensions of perceived quality are most frequently mentioned and influential for customer satisfaction, particularly in emerging markets like Indonesia. This study investigates these gaps by identifying key perceived quality aspects and examining their impact on satisfaction, with a specific focus on the moderating role of logistics delivery services. Using a large language model (LLM), specifically Google's Gemma 2, we performed aspect-based sentiment analysis on 5000 smartphone reviews from Indonesian e-commerce. Logistic regression models incorporating interaction variables were employed to evaluate the relationships. The results identify the most frequently mentioned aspects of perceived quality: Logistics delivery services, Functionality, Originality, Responsiveness, and Packaging. While Logistics delivery services was the most mentioned aspect, Packaging had the most significant direct influence on satisfaction. Notably, Logistics delivery services also play a significant moderating role, enhancing the positive effect of other perceived quality aspects on satisfaction. These findings suggest that Logistics delivery services contribute directly to satisfaction and amplify other aspects, resulting in greater customer satisfaction. The study contributes to the literature by demonstrating LLM-driven aspect-based sentiment analysis methods and expanding the concept of perceived quality to include service aspects, thus promoting a more complete consideration of perceived quality in e-commerce. [ABSTRACT FROM AUTHOR] – Name: AbstractSuppliedCopyright Label: Group: Ab Data: <i>Copyright of Journal of Theoretical & Applied Electronic Commerce Research is the property of MDPI and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.) |
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| RecordInfo | BibRecord: BibEntity: Identifiers: – Type: doi Value: 10.3390/jtaer20040345 Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 27 StartPage: 345 Subjects: – SubjectFull: Customer satisfaction Type: general – SubjectFull: Perceived quality Type: general – SubjectFull: Third-party logistics Type: general – SubjectFull: Language models Type: general – SubjectFull: Electronic commerce Type: general – SubjectFull: Indonesians Type: general – SubjectFull: Sentiment analysis Type: general – SubjectFull: Product reviews Type: general – SubjectFull: Indonesia Type: general Titles: – TitleFull: Investigating the Role of Logistics Delivery Services in Shaping Customer Satisfaction: LLM-Aspect-Based Sentiment Analysis of Perceived Quality in Indonesian E-Commerce. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Setiyawan, Arbi – PersonEntity: Name: NameFull: He, Youshi – PersonEntity: Name: NameFull: Sastri, Ray IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 12 Text: Dec2025 Type: published Y: 2025 Identifiers: – Type: issn-print Value: 07181876 Numbering: – Type: volume Value: 20 – Type: issue Value: 4 Titles: – TitleFull: Journal of Theoretical & Applied Electronic Commerce Research Type: main |
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