Using Multi-Label Classification Methods to Analyze Complaints Against Cargo Services During the COVID-19 Outbreak: Comparing Survey-Based and Word-Based Labeling

Tolga Kuyucuk; Levent Çallı

doi:10.35377/saucis...1121830

EN

Using Multi-Label Classification Methods to Analyze Complaints Against Cargo Services During the COVID-19 Outbreak: Comparing Survey-Based and Word-Based Labeling

Abstract

This study investigates how cargo companies, with a significant market share in Turkey's service sector, managed their last-mile activities during the Covid-19 outbreak and suggests the solution to the adverse outcomes. The data used in the study included complaints made for cargo companies from an online complaint management website called sikayetvar.com from the start of the pandemic to the date of the research, which contained words related to the pandemic and was collected using Python language and the Scrapy module web scraping methods. Multilabel classification algorithms were used to categorize complaints based on assessments of training data obtained according to the topics. Results showed that parcel delivery-related themes were the most often complained about, and a considerable portion were delay issues.

Keywords

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Details

Primary Language

English

Subjects

Software Engineering (Other)

Journal Section

Research Article

Authors

Tolga Kuyucuk
0000-0001-5970-0675
Türkiye

Levent Çallı ^*
0000-0003-2221-1469
Türkiye

Publication Date

December 31, 2022

Submission Date

May 26, 2022

Acceptance Date

November 21, 2022

Published in Issue

Year 2022 Volume: 5 Number: 3

DOI

https://doi.org/10.35377/saucis...1121830

IZ

https://izlik.org/JA78FZ72CB

Cite

RIS / Bibtex

APA

Kuyucuk, T., & Çallı, L. (2022). Using Multi-Label Classification Methods to Analyze Complaints Against Cargo Services During the COVID-19 Outbreak: Comparing Survey-Based and Word-Based Labeling. Sakarya University Journal of Computer and Information Sciences, 5(3), 371-384. https://doi.org/10.35377/saucis...1121830

AMA

1.Kuyucuk T, Çallı L. Using Multi-Label Classification Methods to Analyze Complaints Against Cargo Services During the COVID-19 Outbreak: Comparing Survey-Based and Word-Based Labeling. SAUCIS. 2022;5(3):371-384. doi:10.35377/saucis.1121830

Chicago

Kuyucuk, Tolga, and Levent Çallı. 2022. “Using Multi-Label Classification Methods to Analyze Complaints Against Cargo Services During the COVID-19 Outbreak: Comparing Survey-Based and Word-Based Labeling”. Sakarya University Journal of Computer and Information Sciences 5 (3): 371-84. https://doi.org/10.35377/saucis. 1121830.

EndNote

Kuyucuk T, Çallı L (December 1, 2022) Using Multi-Label Classification Methods to Analyze Complaints Against Cargo Services During the COVID-19 Outbreak: Comparing Survey-Based and Word-Based Labeling. Sakarya University Journal of Computer and Information Sciences 5 3 371–384.

IEEE

[1]T. Kuyucuk and L. Çallı, “Using Multi-Label Classification Methods to Analyze Complaints Against Cargo Services During the COVID-19 Outbreak: Comparing Survey-Based and Word-Based Labeling”, SAUCIS, vol. 5, no. 3, pp. 371–384, Dec. 2022, doi: 10.35377/saucis...1121830.

ISNAD

Kuyucuk, Tolga - Çallı, Levent. “Using Multi-Label Classification Methods to Analyze Complaints Against Cargo Services During the COVID-19 Outbreak: Comparing Survey-Based and Word-Based Labeling”. Sakarya University Journal of Computer and Information Sciences 5/3 (December 1, 2022): 371-384. https://doi.org/10.35377/saucis. 1121830.

JAMA

1.Kuyucuk T, Çallı L. Using Multi-Label Classification Methods to Analyze Complaints Against Cargo Services During the COVID-19 Outbreak: Comparing Survey-Based and Word-Based Labeling. SAUCIS. 2022;5:371–384.

MLA

Kuyucuk, Tolga, and Levent Çallı. “Using Multi-Label Classification Methods to Analyze Complaints Against Cargo Services During the COVID-19 Outbreak: Comparing Survey-Based and Word-Based Labeling”. Sakarya University Journal of Computer and Information Sciences, vol. 5, no. 3, Dec. 2022, pp. 371-84, doi:10.35377/saucis. 1121830.

Vancouver

1.Tolga Kuyucuk, Levent Çallı. Using Multi-Label Classification Methods to Analyze Complaints Against Cargo Services During the COVID-19 Outbreak: Comparing Survey-Based and Word-Based Labeling. SAUCIS. 2022 Dec. 1;5(3):371-84. doi:10.35377/saucis. 1121830