在线评论对产品满意度的决定因素和影响

IF 4.1 Q2 BUSINESS Journal of Internet Commerce Pub Date : 2020-01-02 DOI:10.1080/15332861.2019.1672135

Chuleeporn Changchit, Tim Klaus

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引用次数: 16

摘要

随着越来越多的消费者喜欢在网上购物，网上顾客评论在顾客的购买前决策中起着重要的作用。评论和产品信息都被视为影响客户决策过程的指南。鉴于电子商务的重要性日益增加，本研究考察了在线评论和产品细节对客户产品满意度的影响。在本研究中，我们具体探讨了顾客的产品确定性和评论帮助对产品满意度的作用。该研究进一步了解了在线评论和影响顾客产品满意度的因素。研究结果为帮助电子商务公司调整其商业模式以更好地满足消费者期望的因素提供了见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Determinants and Impact of Online Reviews on Product Satisfaction

Abstract As an increasing number of consumers prefer online shopping, online customer reviews play an important role in a customer’s pre-purchase decisions. Both reviews and product information are seen as a guide that impacts a customer’s decision process. Given the growing importance of E-commerce, this study examines the impact that online reviews and product details have on customers’ product satisfaction. In this study, we specifically explore the role that a customer’s product certainty and review helpfulness have on product satisfaction. The study furthers the body of knowledge regarding online reviews and factors that influence customers’ product satisfaction. The study results provide insight into the factors that should help E-commerce companies adapt their business model to better fit consumers’ expectations.

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来源期刊

Journal of Internet Commerce BUSINESS-

CiteScore

10.50

自引率

7.00%

发文量

期刊介绍： The business world has undergone many changes because of information technology, and the impact of the Internet may cause one of the biggest yet. While many people use the Internet for educational and entertainment purposes, organizations and companies are looking for ways to tie their internal networks to this global network to conduct electronic commerce. While companies have been conducting business electronically with suppliers and customers for many years, conducting online commerce via the Internet offers even greater opportunities for multinational, national, and even small businesses to cut costs, improve efficiency, and reach a global market.