Consumer Satisfaction with the Online Dispute Resolution on a Second-Hand Goods-Trading Platform

Abstract

With the development of internet-related technology, more and more consumers are trading on second-hand platforms. However, due to the uncertainty of second-hand products, there are a lot of transaction disputes on the platform. It is important to efficiently solve the transaction disputes on the platform. Based on the comment data on social media, this paper systematically studies the public opinion towards the online dispute resolution of Xianyu, China’s largest second-hand goods-trading platform, using word-frequency analysis, theme analysis and sentiment analysis. The study found that online disputes mainly focus on the return and refund issues between buyers and sellers. Crowdsourcing online dispute resolution cannot completely solve all problems, and the platform is still needed to help solve disputes. Consumers are concerned about the convenience of the process operation and the fairness of the results of the crowdsourcing online dispute resolution, as well as the contact channels of customer service. The platform should prevent these situations in advance and avoid disputes from the source. Moreover, the platform should perfect the design of public review system and mechanism, broaden the appeal channels of platform customer service, and improve the platform dispute resolution mechanism. It is of great significance for the development of a second-hand goods-trading platform and the application of an online dispute resolution mechanism to mine the service evaluation and satisfaction factors of consumers on the online dispute resolution mechanism.