Abstract
Analyzing the influence of service quality on customer satisfaction can help fresh e-commerce enterprises to better understand their own service level, formulate better service strategies and improve their competitive advantages, so as to promote the sustainable and healthy development of fresh e-commerce industry. In this paper, first of all, with the aid of web crawler, acquisition of jingdong mall fresh category contains fruit, vegetables, meat and seafood aquaculture 4 products on the number of online comments and evaluation star, and word frequency statistics and extract the data collected from online reviews of consumers to pay attention to the quality of service measures, after using qualitative analysis software - NVivo coding and grade, finally, the variable of descriptive statistics, correlation analysis and regression analysis. The results show that the tangibility, reliability, empathy and responsiveness of service quality have significant influence on customer satisfaction, and other evaluation indexes of guarantee quality have significant influence on customer satisfaction except delivery.
Highlights
Fresh agricultural products generally refer to primary agricultural products such as vegetables, fruits, meat and aquatic products, which are important components of agricultural products
The evaluation index of service quality in online comments is mined, which is taken as the independent variable of this study, and the number of evaluation stars climbed is taken as the dependent variable of this study, so as to construct the research model of this paper and observe the influence of service quality on customer satisfaction
This paper aims to explore the impact of the service quality of products reflected in online reviews on customer satisfaction
Summary
Fresh agricultural products generally refer to primary agricultural products such as vegetables, fruits, meat and aquatic products, which are important components of agricultural products. China's fresh ecommerce market is in a period of rapid development and popular with capital. Fresh e-commerce keeps improving all links of the industrial chain and the market performance is strong. With the rapid development of fresh e-commerce, there are many difficulties. Fresh products have the characteristics of fresh activity and perishability, and bring customers extremely unstable experience, which puts forward higher requirements for e-commerce enterprises in supply chain, logistics storage, packaging and distribution, customer service and other aspects. Jingdong is a well-known comprehensive e-commerce platform in China, as well as an important sales platform for fresh agricultural products. Its scale of fresh agricultural products in the market is constantly expanding
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