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

Author

Listed:
  • Jian Mou

    (Xidian University)

  • Gang Ren

    (Kookmin University)

  • Chunxiu Qin

    (Xidian University)

  • Kerry Kurcz

    (University of Illinois at Chicago)

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.

Suggested Citation

  • Jian Mou & Gang Ren & Chunxiu Qin & Kerry Kurcz, 2019. "Understanding the topics of export cross-border e-commerce consumers feedback: an LDA approach," Electronic Commerce Research, Springer, vol. 19(4), pages 749-777, December.
    • Handle: RePEc:spr:elcore:v:19:y:2019:i:4:d:10.1007_s10660-019-09338-7
    DOI: 10.1007/s10660-019-09338-7
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    Cited by:

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    2. Zi Hui Yin & Chang Hwan Choi, 2023. "The effects of China’s cross-border e-commerce on its exports: a comparative analysis of goods and services trade," Electronic Commerce Research, Springer, vol. 23(1), pages 443-474, March.
    3. Wei-Lun Huang & Peng Hu & Sophia Tsai & Xi-Ding Chen, 2021. "The business analysis on the home-bias of E-commerce consumer behavior," Electronic Commerce Research, Springer, vol. 21(3), pages 855-879, September.
    4. Zhu, Wenlong & Mou, Jian & Benyoucef, Morad, 2019. "Exploring purchase intention in cross-border E-commerce: A three stage model," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 320-330.
    5. Nilashi, Mehrbakhsh & Abumalloh, Rabab Ali & Minaei-Bidgoli, Behrouz & Abdu Zogaan, Waleed & Alhargan, Ashwaq & Mohd, Saidatulakmal & Syed Azhar, Sharifah Nurlaili Farhana & Asadi, Shahla & Samad, Sar, 2022. "Revealing travellers’ satisfaction during COVID-19 outbreak: Moderating role of service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    6. Qihui Xie & Yanan Xue & Zhuojun Zhao, 2022. "Understanding the Scientific Topics in the Chinese Government’s Communication about COVID-19: An LDA Approach," Sustainability, MDPI, vol. 14(15), pages 1-24, August.
    7. Yugang He & Renhong Wu & Yong-Jae Choi, 2021. "International Logistics and Cross-Border E-Commerce Trade: Who Matters Whom?," Sustainability, MDPI, vol. 13(4), pages 1-20, February.

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