Operational Issues in Platform-Based Supply Chain Information Systems: A BERTopic-Based Analysis

Öz

This study aims to identify the operational issues encountered by business partners in platform-based supply chain information systems through mobile application reviews. In this context, 5,612 raw reviews of five business partner/seller applications available on the Google Play Store were collected, and 5,541 reviews remained analyzable after preprocessing. Since the initial BERTopic model was dominated by short and general satisfaction expressions, a problem-focused dataset consisting of 2,854 reviews was constructed. The problem-focused BERTopic analysis produced six meaningful topic clusters and one outlier/mixed problem pool. Model robustness was examined through topic coherence, topic diversity, stability checks, and intercoder reliability in manual topic labeling. The findings showed that the most critical issue areas are return, commission, and seller cost problems (K1), missing order and customer notifications (K2), and login, password, and access problems (K3). The study positions partner applications as operational components of platform-based supply chain information systems and contributes to the literature by transforming BERTopic outputs into a process improvement-focused decision support matrix.

Anahtar Kelimeler

• Supply Chain Information Systems
• Operational Issues
• Topic Modeling
• BERTopic Analysis

Platform Tabanlı Tedarik Zinciri Bilgi Sistemlerinde Operasyonel Sorunlar: BERTopic Tabanlı Bir Analiz

Öz

Bu çalışma, platform tabanlı tedarik zinciri bilgi sistemlerinde iş ortaklarının karşılaştığı operasyonel sorunları mobil uygulama yorumları üzerinden belirlemeyi amaçlamaktadır. Bu kapsamda Google Play Store’da yer alan beş iş ortağı/satıcı uygulamasına ait 5.612 ham yorum toplanmış, ön işleme sonrasında 5.541 yorum analiz edilebilir nitelikte kalmıştır. İlk BERTopic modelinde kısa ve genel memnuniyet ifadelerinin konu kümelerini baskılaması nedeniyle, 2.854 yorumdan oluşan problem odaklı veri seti oluşturulmuştur. Problem odaklı BERTopic analizi altı anlamlı konu kümesi ve bir aykırı/karma problem havuzu üretmiştir. Modelin sağlamlığı; konu tutarlılığı, konu çeşitliliği, kararlılık kontrolleri ve manuel konu etiketleme sürecinde kodlayıcılar arası güvenirlik ölçütü aracılığıyla incelenmiştir. Bulgular, en kritik sorun alanlarının iade, komisyon ve satıcı maliyeti (K1), sipariş ve müşteri bildirimlerinin gelmemesi (K2) ile giriş, şifre ve erişim sorunları (K3) olduğunu göstermektedir. Araştırma, iş ortağı uygulamalarını platform tabanlı tedarik zinciri bilgi sistemlerinin operasyonel bileşenleri olarak konumlandırmakta ve BERTopic çıktılarını süreç iyileştirme odaklı bir karar destek matrisine dönüştürerek yazına katkı sağlamaktadır.

Anahtar Kelimeler

• Tedarik Zinciri Bilgi Sistemleri
• Operasyonel Sorunlar
• Konu Modelleme
• BERTopic Analizi

Kaynakça

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