A Study On Factors Influencing Users' Express Anxiety Under B2C Electronic Commerce Environment

With the rapid development of the Internet,the network environment has been greatly improved and the number of Internet users is quite large.On this basis,the development of B2 C e-commerce industry and express logistics industry have shown rapid development.At the same time,on the basis of the huge online shopping crowd,a large number of people with “expressive anxiety” have emerged."Express anxiety" refers to the phenomenon that B2 C platform users purchase goods in online merchants and query commodity logistics information through the B2 C platform's own logistics query function,and thus generate anxiety.Express anxiety is a negative emotion for the user,which not only causes personal psychological imbalance and bad emotional experience,but also affects the user's satisfaction with online stores and express delivery companies.Therefore,express anxiety has become a hindrance to the stable development of online stores and express delivery enterprises,and ultimately affects the development of B2 C e-commerce and e-commerce logistics as a whole.Based on the above background,this paper combines perceived risk theory,anxiety attention bias threat model,self-regulation theory,information processing theory and trust theory to construct the influencing factors of B2 C e-commerce platform users' express anxiety,which is divided into two stages: user product purchase and query logistics status.There are 10 research variables including perceived reputation,trust,perceived risk,perceived information quality,expectation confirmation,perceived information overload,neuroticism,information literacy,cognitive-worry state anxiety and autonomic-emotional state anxiety.Subsequently,this paper uses the questionnaire survey method to collect data,and obtains 360 valid data,and uses Excel and structural equation analysis tool SmartPLS 2.0 to analyze and discuss the results of the questionnaire.The results show the following: There is a positive relationship between perceived reputation and trust,but the negative relationship between trust and autonomic-emotional state anxiety has not been statistically confirmed.There is a positive relationship between perceived risk and cognitive-worry state anxiety and autonomic-emotional state anxiety.There is a positive relationship between perceived information quality and expectation confirmation;there is also a positive relationship between expectation confirmation and autonomic-emotional state anxiety,but the relationship between expectation confirmation and cognitive-worry state anxiety has not been confirmed.The positive relationship between perceived information overload and neuroticism and the positive relationship between neuroticism and cognitive-worry state anxiety and autonomicemotional state anxiety are verified.The positive regulation of neuroticism between perceived information overload and neuroticism has not been confirmed.Finally,based on the in-depth analysis and discussion of the research results,this paper puts forward scientific and useful suggestions and opinions for B2 C e-commerce platform users,online stores,express delivery companies and B2 C e-commerce and ecommerce logistics industries.The paper further summarizes the innovation,research limitations and research prospects of this paper.