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Electronic Commerce Research
Published in: Electronic Commerce Research 4/2019

04-03-2019

Understanding the topics of export cross-border e-commerce consumers feedback: an LDA approach

Authors: Jian Mou, Gang Ren, Chunxiu Qin, Kerry Kurcz

Published in: Electronic Commerce Research | Issue 4/2019

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Abstract

Cross-border e-commerce (CBEC) has become an important channel to help Chinese firms enter the international market. The recent influx in the development of CEBC has caused a simultaneous influx in accumulation of valuable text data such as consumer feedback. To better understand consumer feedback, we explored the topics of feedback posted directly by customers. We employed the Latent Dirichlet Allocation model to explore the topics focused on most; we found that 35 primary topics were most mentioned by both buyers and sellers.  Based on our findings, the sellers regarded commission, product audit, communication between seller and buyer, order management and traffic  as the most crucial. Buyers mentioned return and refund, product tracking, product description, shipping time, and seller performance significantly more than other topics. This study will help contribute to the understanding of how consumer feedback will help firms in many ways, including but not limited to recovering service and product failures, audit internal functions, and improving product quality.
previous article Introduction to the special issue: electronic commerce in China’s Belt and Road Initiative
next article Customs classification for cross-border e-commerce based on text-image adaptive convolutional neural network

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Appendix
Available only for authorised users
Footnotes
1
Haitao means Chinese consumers purchase products from abroad.
 
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Metadata
Title
Understanding the topics of export cross-border e-commerce consumers feedback: an LDA approach
Authors
Jian Mou
Gang Ren
Chunxiu Qin
Kerry Kurcz
Publication date
04-03-2019
Publisher
Springer US
Published in
Electronic Commerce Research / Issue 4/2019
Print ISSN: 1389-5753
Electronic ISSN: 1572-9362
DOI
https://doi.org/10.1007/s10660-019-09338-7

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EditorialNotes

Introduction to the special issue: electronic commerce in China’s Belt and Road Initiative