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Electronic Commerce Research

, Volume 19, Issue 4, pp 749–777 | Cite as

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

  • Jian MouEmail author
  • Gang RenEmail author
  • Chunxiu Qin
  • Kerry Kurcz
Article
  • 444 Downloads

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.

Keywords

Cross-border e-commerce Latent Dirichlet Allocation Text mining Consumer feedback LDA 

Notes

Acknowledgement

We would like to thank the anonymous reviewers for their comments, which have greatly improved our paper. The early version of this paper has been presented in WHICEB 2018. This study supported by the Fundamental Research Funds for the Central Universities of No. [BX180604]; the National Social Science Fund of China [18BTQ089] and the National Natural Science Foundation of China [71573199].

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Copyright information

© Springer Science+Business Media, LLC, part of Springer Nature 2019

Authors and Affiliations

  1. 1.School of Economics and ManagementXidian UniversityXi’anChina
  2. 2.School of Business AdministrationKookmin UniversitySeoulRepublic of Korea
  3. 3.College of Business AdministrationUniversity of Illinois at ChicagoChicagoUSA

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