Evaluation Model and Influencing Factors of Consumer Satisfaction with E-Commerce Platform

Abstract

The boom of online shopping has intensified the competition between e-commerce platforms. To enhance its service quality, every e-commerce website is taking measures to improve shopping experience and consumer satisfaction. However, the existing studies on consumer satisfaction with e-commerce platform fail to fully consider consumer feedbacks, such as sharing, forwarding, and reviewing. Thus, this paper explores the evaluation model and influencing factors of consumer satisfaction with e-commerce platform. Firstly, the behavior features of similar consumers were clustered, and evaluation indices were referred to divide the factors affecting the consumer satisfaction with e-commerce platform into different layers. In addition, a consumer satisfaction evaluation model was constructed based on attention mechanism, and proved effective through experiments.