E3S Web Conf.
Volume 189, 20202020 International Conference on Agricultural Science and Technology and Food Engineering (ASTFE 2020)
|Number of page(s)||5|
|Section||Agricultural Resources and Agricultural Automation|
|Published online||15 September 2020|
Research on the Influence of E-commerce service quality of fresh Agricultural products on customer satisfaction
Sichuan Agricultural University, Business School, Chengdu, Sichuan, China
2 Sichuan Agricultural University, Business School, Chengdu, Sichuan, China
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.
© The Authors, published by EDP Sciences, 2020
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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