A blockchain-based evaluation approach for customer delivery satisfaction in sustainable urban logistics. Issue 7 (3rd April 2021)

• Record Type: Journal Article
• Authors: Tian, Zonggui; Zhong, Ray Y.; Vatankhah Barenji, Ali; Wang, Y. T.; Li, Zhi; Rong, Yiming
• Is Part Of: International journal of production research. Volume 59:Issue 7(2021)
• Page Start: 2229
• Page End: 2249
• Publication Date: 2021-04-03
• Subjects: Urban logistics -- blockchain -- customer satisfaction -- machine learning -- sustainability; Factory management -- Periodicals; 658.57
• DOI: 10.1080/00207543.2020.1809733
• Languages: English
• ISSNs: 0020-7543

Abstract

Abstract : 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.