A blockchain-based evaluation approach for customer delivery satisfaction in sustainable urban logistics

Tian, Zonggui1,2; Zhong, Ray Y.3; Barenji, Ali Vatankhah2; Wang, Y. T.2; Li, Zhi1,2; Rong, Yiming4

2020-08-21

10.1080/00207543.2020.1809733

INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH   影响因子和分区

0020-7543

1366-588X

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.

Urban logistics blockchain customer satisfaction machine learning sustainability

SCI ; EI

英语

其他

National Natural Science Foundation of China[51405089] ; Science and Technology Planning Project of Guangdong Province[2015B010131008][2015B090921007] ; China Postdoctoral Science Foundation[2018M630928]

Engineering ; Operations Research & Management Science

Engineering, Industrial ; Engineering, Manufacturing ; Operations Research & Management Science

WOS:000564290400001

TAYLOR & FRANCIS LTD

20203509107906

Data Analytics ; Surveys ; Sales ; Long short-term memory ; Customer satisfaction ; Sustainable development ; Learning algorithms

Data Processing and Image Processing:723.2 ; Database Systems:723.3 ; Machine Learning:723.4.2

ENGINEERING

Web of Science

1.Ningbo Univ, Coll Sci & Technol, Ningbo 315300, Peoples R China
2.Guangdong Univ Technol, Sch Electromech Engn, Guangdong Prov Key Lab Comp Integrated Mfg Syst, Guangzhou 510006, Guangdong, Peoples R China
3.Univ Hong Kong, Dept Ind & Mfg Syst Engn, Hong Kong, Peoples R China
4.Southern Univ Sci & Technol, Dept Mech & Energy Engn, Shenzhen, Peoples R China

Tian, Zonggui,Zhong, Ray Y.,Barenji, Ali Vatankhah,et al. A blockchain-based evaluation approach for customer delivery satisfaction in sustainable urban logistics[J]. INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH,2020,59:2229-2249.

Tian, Zonggui,Zhong, Ray Y.,Barenji, Ali Vatankhah,Wang, Y. T.,Li, Zhi,&Rong, Yiming.(2020).A blockchain-based evaluation approach for customer delivery satisfaction in sustainable urban logistics.INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH,59,2229-2249.

Tian, Zonggui,et al."A blockchain-based evaluation approach for customer delivery satisfaction in sustainable urban logistics".INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH 59(2020):2229-2249.