NDLI: Exploring E-Commerce Big Data and Customer-Perceived Value: An Empirical Study on Chinese Online Customers

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Exploring E-Commerce Big Data and Customer-Perceived Value: An Empirical Study on Chinese Online Customers

Content Provider	MDPI
Author	Liu, Chunting Wang, Shanshan Jia, Guozhu
Copyright Year	2020
Description	The purpose of this study is to make good use of the massive amount of online user comment data to explore and analyze the dimensions of customer-perceived value and the importance of each dimension, given the background of China’s huge e-commerce market. We compiled a web crawler program to collect online comment data from online reviews. The crawled data were pre-processed and content analysis were performed. A customer-perceived value dictionary was constructed based on the extraction of frequent terms, literature review, and expert opinions. We re-identified the dimensions of customer-perceived value to include four key dimensions and corresponding subdivisions. Both the rationality and operability of the dimension model of customer-perceived value were validated and applied. Thereafter, the importance of various dimensions and the impacts of customer-perceived value dimensions on customer loyalty were analyzed and discussed. The empirical research results reveal that all four dimensions of customer-perceived value play an important role in customer-perceived value and that the patterns and degrees of the role of each dimension are rather different. Further, only certain parts of the dimensions of customer-perceived value have an impact on customer loyalty, and the degree of the impact differs substantially.
Starting Page	8649
e-ISSN	20711050
DOI	10.3390/su12208649
Journal	Sustainability
Issue Number	20
Volume Number	12
Language	English
Publisher	MDPI
Publisher Date	2020-10-19
Access Restriction	Open
Subject Keyword	Sustainability Information and Library Science E-commerce Big Data Customer-perceived Value Data Mining Online Reviews
Content Type	Text
Resource Type	Article

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