Semantic Analysis of Online Buyer’s Review: a New Perspective to Improve the Evaluation of Electronic Service Quality in B2C E-Commerce

Abstract

The rapid growth of e-commerce placed the research of evaluating electronic service quality at the center of stage. But current researches in e-SQ evaluation face the limitations of being lacking in general applicability of the models, inadequate in measuring subject experience through rational data, and ineffective in measuring cultural factors in e-SQ. Based on analysis of limitations in current e-SQ evaluation and merits of semantic analysis, this paper proposes a new perspective to improve e-SQ evaluation by adopting semantic analysis and predicted difficulties might encounter in future studies.