Author(s)

Ling Xiaoxuan ¹

Affiliation(s)

¹ Shenzhen Tourism College, Jinan University, Shenzhen, China

Corresponding Author

Ling Xiaoxuan

ABSTRACT

With the rapid development of e-commerce, the traditional pharmaceutical industry has also ushered in new opportunities and challenges. China's pharmaceutical e-commerce is in a phase of rapid development and reshuffling. The entry of Internet giants such as Ali JinDong and the e-commerce channelization of traditional pharmaceutical companies have both made pharmaceutical e-commerce explode with powerful vitality, showing tremendous growth as an important result of technology-enabled industrial upgrading. As more and more consumers choose to shop for medicines through pharmaceutical e-commerce platforms, online reviews as feedback on user satisfaction can provide a more valuable research basis for platform development and optimization. Based on the development of pharmaceutical e-commerce, this paper takes Ali Health Pharmacy, a giant platform of pharmaceutical e-commerce, as an example, and analyzes the factors affecting consumer satisfaction by mining the text of its online reviews, and summarizes and proposes suggestions for optimization from the perspectives of drug quality, logistics, service and how to give full play to the advantages of e-commerce.

KEYWORDS

Pharmaceutical e-commerce, Customer satisfaction, Text analysis, Online reviews

CITE THIS PAPER

Ling Xiaoxuan, Research on Consumer Satisfaction in Pharmaceutical E-commerce based on Review Texts. Information Systems and Economics (2022) Vol. 1: 57-63. DOI: http://dx.doi.org/10.23977/infse.2022.030110.

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